B2b Team Leader - Centro De Apoio Ao Cliente Viseu

B2b Team Leader - Centro De Apoio Ao Cliente
Viseu
Viseu, Viseu District, Portugal

WHO YOU ARE

We believe your backpack consists of:

1. Strong knowledge of how to motivate, evaluate, coach, and empower both generalists and specialists individually, as well as to foster team cohesion.
2. Deep understanding of leadership styles needed to balance different needs among
   - workers (e. G. , creativity, detailed knowledge, clear communication).
3. Passion for leading others and energization from developing and challenging people to reach individual goals.
4. Good knowledge of change management and key success factors for change initiatives.
5. Broad knowledge of the Contact Center business and omnichannel customer interactions (within Sales or Resolutions).
6. Enthusiasm for teamwork and achieving common goals.
7. Motivation to work in a dynamic,
   - driven retail environment.
8. Basic understanding of people planning and recruitment processes, and how to contribute to them.
9. High level of data and computer proficiency.
10. Motivation to share and embody IKEA's culture and values.
11. Passion for home furnishing and enhancing people's lives at home.
12. Good knowledge of IKEA’s corporate identity, core values, and vision of creating a better everyday life for the many people.
13. For internal candidates:
    
    Basic knowledge of Ingka processes, tools, IKEA product range, and services.
14. For internal candidates:
    
    Extensive knowledge of IKEA’s tone of voice and communication prerequisites across channels.

If you don’t recognize yourself in all these points, you might still be an excellent candidate. We value
- term development and investing in our people.

The ideal candidate has:

1. Minimum 3 years of experience in a
   - facing role within a contact center.
2. Minimum 1 year of experience in leading or influencing
   - workers.
3. Good communication skills (oral and written) in Portuguese and English (level B2).

A DAY IN YOUR LIFE WITH US

In this role, you will:

1. Create an inspiring and motivating work environment and build a committed team with a
   - focused culture based on pride and high performance, ensuring a great remote customer experience and trust in the IKEA brand.
2. Evaluate adherence to defined ways of working for Generalists and Specialists to identify performance improvement areas.
3. Lead, coach, and follow up on individual development to empower team members through knowledge, trust, and motivation, enhancing soft skills and business competence.
4. Create, monitor, and follow up on team action plans to achieve set goals.
5. Identify improvements in the work environment to create a great place to work.
6. Contribute operationally to ensure optimal staffing levels for customer service, maximizing business outcomes.
7. Ensure proper hiring, onboarding, and training of
   - workers to maintain standards and competence.

Drive an exceptional customer experience by building and leading
- performance teams across all remote channels, focusing on empowering Generalists and Specialists to perform their roles effectively.