RCMP Remote Area Manager

Logistics, Sales & Operations · Sales & Business Development · Customer Success

In short

As an RCMP Remote Area Manager at IKEA, you will lead and develop Team Leaders within the Call Center to ensure excellent performance and customer experience. This hybrid role involves driving strategy, managing operations, and fostering a positive team environment, with a focus on sales or resolutions. This position requires a minimum of 5 years in customer service/sales and 3 years in leading leaders, offering a competitive salary and a comprehensive benefits package.

Responsibilities

Lead, develop, and secure excellent performance and engagement from Team Leaders within an assigned area (Sales or Resolutions) in the Call Center.
Communicate clear guidelines to the team to secure best practice.
Ensure adequate operations for performance management to maintain satisfactory performance levels.
Collate and implement feedback from Team Leaders to highlight and address key opportunities and challenges.
Support the Call Center Manager with input for developing an action plan to execute strategy and achieve targets.
Anchor strategy within the team and ensure aligned execution of the action plan.
Conduct Team Leader calibration sessions to ensure consistent ways of working and a seamless customer experience.

Requirements

Minimum 5 years of experience within customer service or sales.
Minimum 3 years of experience in leading leaders and co-workers.
Extensive knowledge of leadership principles to motivate and empower leaders individually as well as to create togetherness within teams.
Good knowledge of the complexity of change management and understanding of key factors for a successful change initiative.
General knowledge of the people planning process and the recruitment process, and understanding how to contribute to these.
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels.
Good understanding of the complexity of Call Center operations and Sales/Resolutions as an integrated part of the business.
Passion for leading others and energized by developing and challenging leaders to reach set individual goals.
Ability to transform strategy into plans and guidelines.
Open Availability Required.

Desired Qualifications

If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

Benefits

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment

#customer relations

About IKEA

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business…

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