Remote B2B Team Leader

Remote B2B Team Leader
“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.”
Location
Lisboa (Loures)
Employment type
Full Time Regular
Department
Sales & Commercial
Deadline
2024-11-29
You already applied for this job.
Candidate profile (title) Portugal Who you are
Candidate Profile (text) We believe your backpack consists of:

Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams

Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)

Passion for leading others and energized by developing and challenging people to reach set individual goals

Good knowledge of change management and understanding of key factors for a successful change initiative

Broad knowledge of the Contact Center business and the omnichannel customer meeting (within Sales or Resolutions)

Energized by togetherness and reaching common goals as a team

Motivated by working in a dynamic and result driven retail environment

General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these

High level of data/computer proficiency

Motivated by sharing and living the IKEA culture and values

Passion for home furnishing and people’s life at home

Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people

For internal: Basic knowledge about Ingka processes, tools, IKEA product range and services

For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels

Your backpack is our wish list! 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.
The ideal candidate has:

Minimum 3 years of experience in a customer facing role within contact centre;

Minimum 1 year of experience in leading and/or influencing co-workers;

Good communication skills (oral and Written) both in Portuguese and English (level b2).

Key responsibilities (title) Portugal A day in your life with us
Key responsibilities (text) In this role, you will:

Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand

Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors

Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting

Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals

Identify improvement needs in the work environment thus contributing to create a great place to work

Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes

Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Team vision and mission (title) Portugal Together as a Team
Team vision and mission (text) Drive an exceptional customer experience by building and leading high-performance teams within an assigned area that engage with customers in all remote channels, thus securing long-term growth. This happens through inspirational and empowering IKEA leadership with focus on enabling the Generalists’ ability to perform their remote customer-facing tasks as well as enabling Specialists to support Generalists in the best possible way.
Motivos pelos quais vais adorar a ikea
Da profundeza das florestas da Suécia, espalhámos a nossa cultura e os nossos valores pelo mundo. Na essência da nossa oferta, estão os nossos bonitos produtos e soluções de decoração, criados em respeito pelo planeta e para chegar à maioria das pessoas. Na essência do nosso negócio, estão os nossos maravilhosos colaboradores que, além de representarem a diversidade em todas as suas dimensões, têm igualmente uma paixão pela vida em casa. Cada um de nós contribui com a sua singularidade, para crescermos e nos desenvolvermos juntos. A nossa visão de “criar um melhor dia a dia para a maioria das pessoas” inspira-nos e orienta-nos em tudo o que fazemos. Assim é a IKEA.
O que todos temos em comum

Viver os nossos valores

Aceitar a nossa própria singularidade, mas respeitando e incluindo os outros

Uma paixão pela vida em casa

Desempenhar e entregar e, simultaneamente, aprender e desenvolver

E divertirmo-nos a fazê-lo!

IKEA