Intraday Real-Time Workforce Optimizer

Ikea; Sydney; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

5 weeks annual leave

Parental leave and wellbeing programs

Employee Assistance Program 24/7

40% IKEA discount

Job summary

IKEA is seeking an Intraday Specialist in Tempe, NSW. You will monitor real-time contact centre performance to keep demand and staffing aligned across channels. The role requires proactive analysis, stakeholder engagement, and action-oriented scheduling to optimise service levels.

Join a hybrid, permanent team within the Workforce Management group, with strong focus on forecasting, capacity planning, and intraday management using Genesys, Verint, Kronos, and Dialog.

Qualifications

• Experience in contact centre workforce management and intraday planning.
• Strong analytical and problem-solving skills with data interpretation.
• Advanced Excel, PowerPoint, and reporting tools.

Responsibilities

• Monitor real-time performance across contact channels and dashboards.
• Track metrics: volume, service levels, queue times, AHT, abandonments, adherence.
• Balance demand and staffing, identify risks, and implement actions.
• Communicate real-time issues and recommendations to leaders.
• Coordinate short-term workforce adjustments and training sessions.
• Provide insights to Scheduling Specialists to improve planning.

Tools

Genesys

Verint

Kronos

Dialog

Job description

IKEA is seeking an Intraday Specialist in Tempe, NSW. You will monitor real-time contact centre performance to keep demand and staffing aligned across channels. The role requires proactive analysis, stakeholder engagement, and action-oriented scheduling to optimise service levels.

Join a hybrid, permanent team within the Workforce Management group, with strong focus on forecasting, capacity planning, and intraday management using Genesys, Verint, Kronos, and Dialog.