Planning, Scheduling

2 days ago

Sydney, New South Wales, Australia Ikea Full time

WHO YOU ARE

You have previous scheduling and capacity planning experience for a fast-paced environment across all digital channels meeting customer demands. With effective written and verbal communication skills and the ability to build relationships and you are confident in leading change processes. You have a strong knowledge of workforce management, with focus on retail business, contact centre industry, covering demand, capacity, scheduling, intraday and analysis. With your analytical and strategic skills, you have the ability to drive complex processes within the business. You have a high level of data and computer proficiency.

WHAT YOU'LL BE DOING DAY TO DAY

As the Planning, scheduling and Intraday Manager you are responsible for driving the Planning, Scheduling & Intraday area for the customer support centre optimising co-worker availability to meet the workload in the most efficient and effective manner. Your key responsibilities will include, but are not limited to;
- Accountable for executing and adapting the global people planning strategy in order to optimise co-worker availability while balancing local business and co-worker needs and maximise business goals
- Accountable for achieving Country goals, by adapting and executing global best practices and follow Ingka People Planning concept, in order to deliver always on support
- Ensure a close collaboration with Sales and Resolutions Teams in order to secure adequate scheduling and intraday initiatives that balances business and customer needs
- Define root causes for poor performance connected to people planning and convert these into mitigating actions
- Participate and provide input to Country CSC Management Team, with a continuous focus on driving the people planning agenda across all areas of the CSC
- Contribute with input to the CSC country goal-setting process, in order to secure people planning perspectives are taken into account
- Lead, coach and develop a team of specialists, promoting individual growth and securing a high performing team of passionate experts
- Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available
- Orchestrate and ensure the flexible workplace including Working from Home, Working from Site and Working from Store) in order to enable adaptation to meet demand based on commercial events, seasonality, high peak management, and reactive crisis peaks in cooperation with Sales and Resolutions
- Work closely and in collaboration with the unit manager with capacity planning for the CSC

TOGETHER AS A TEAM

CSC is an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions). It empowers and drives outcomes to realize a simple, unique, and seamless meeting whenever and wherever our customers want to meet with IKEA co-workers in a remote setting.

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