Call Center Area Manager (Resolutions General)

Job title: Call Center Area Manager (Resolutions General) in Baltimore, MD at IKEA

Company: IKEA

Job description: Call Center Area Manager (Resolutions General)"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."LocationBaltimoreEmployment typeFull Time PermanentDepartmentCustomer RelationsAnticipated Closure Date2025-06-08You already applied for this job.Candidate profile (title) Why we will love youCandidate profile (text) - Default language You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.Key responsibilities (title) What you'll be doing day to dayKey responsibilities (text) Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center, enabling performance steering and people support, thus creating best experience for remote customers and co-workers.Ensure clear guidelines are communicated to the team in order to secure best practiceEnsure adequate operations for performance management in order to maintain satisfactory performance levelsCollate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholdersSupport and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targetsAnchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are metEnsure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experienceTeam vision ( title) Together as a teamTeam vision (text) We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.Let's connect Apply now!Let´s connect Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this roleAt IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!PAY DISCLOSURE- The ideal pay range for this role is $77.696-$124,314 based on the Baltimore Pay Tier.This position is a hybrid role with 3 days a week in the office and subject to change. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point Office in Nottingham, MD.Generous paid time off, holiday and sick time

Wisely Pay - 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 environmentThank you for your interest in applying for this role.Local section (text) QUALIFICATIONSLocal section (URL)

• 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


• 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.

• Living our values


• Being your unique self, while respecting and including others


• A passion for home furnishing


• Performing & delivering while learning & developing


• Having fun!

Expected salary: $77696 - 124314 per year

Location: Baltimore, MD

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