Intraday Workforce Specialist

IKEA; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Annual leave 5 weeks

Parental leave

Family & community leave

Employee assistance 24/7

Co-worker discount 15%

Meals at coworker restaurant

Free coworker parking

Benefits membership

Bonus programme

Loyalty programme

Job summary

IKEA Tempe, NSW, is seeking an Intraday Specialist to monitor and manage real-time contact centre performance and align demand with workforce supply. You will use workforce management tools and dashboards to optimise service levels across channels.

Key responsibilities include analyzing metrics, coordinating short-term staffing adjustments, and communicating recommendations to leadership. Proficiency in Genesys, Verint, Kronos and Dialog is desirable.

Qualifications

• 3+ years in a contact centre workforce management environment.
• Experience as Intraday Specialist or Real-Time Analyst.
• Strong WFM principles: forecasting, capacity planning, scheduling, and intraday management.
• Experience monitoring real-time performance across multiple channels.
• Proficient in Excel and reporting tools.

Responsibilities

• Monitor real-time contact channel performance using workforce management tools and dashboards.
• Track metrics: contact volume, service levels, queue times, AHT, abandon rate, and schedule adherence.
• Ensure balanced demand and staffing by identifying risks and implementing corrective actions.
• Proactively communicate real-time performance issues and recommendations to leaders and stakeholders.
• Coordinate short-term workforce adjustments (rescheduling, meetings, training) to maintain performance.
• Monitor queue performance across channels and skills to minimise customer wait times.
• Provide insights to Scheduling Specialists and Operations teams to improve workforce planning.
• Analyse trends to identify efficiency and customer experience improvements.
• Work with systems like Genesys, Verint, Kronos, Dialog to support real-time decision-making.

Skills

Intraday specialist

Real-time analyst

Workforce planning

Forecasting

Excel & reporting

Stakeholder mgmt

Multichannel support

Data analysis

Tools

Genesys

Verint

Kronos

Dialog

Job description

At IKEA, our Remote Customer Meeting Point (RCMP) is a key part of our evolving omnichannel retail system. We are shaping a new era of remote customer interactions by creating simple, seamless, and human experiences wherever and whenever our customers choose to connect with us.

Our team is dedicated to enabling sustainable growth through smarter, more flexible ways of meeting customers remotely. We empower co‑workers, optimise customer journeys, and drive outcomes that strengthen IKEA’s vision of making life at home better for the many.

Within this dynamic environment, the Planning, Scheduling & Intraday function plays a critical role. We translate group‑level capacity plans into actionable country scheduling plans that maximise business performance, while thoughtfully adapting to co‑worker needs and preferences wherever possible. This balance between operational excellence and people‑centred planning is at the heart of what we do.

This role is Permanent, full-time (hybrid)
The internal job title for this role is Intraday Specialist
This role is based at IKEA Customer Service Office, Tempe, NSW.
This role requires availability to work 7:00am - 8:30pm on weekdays, with alternating weekend shifts

About this work area

As an Intraday Specialist, you will be responsible for monitoring and managing contact centre performance in real time to ensure customer demand and workforce supply remain aligned.

Key responsibilities include:

• Monitoring operational performance across customer contact channels using workforce management tools and dashboards.
• Tracking key metrics including contact volume, service levels, queue times, average handling time, abandonment rates, and schedule adherence.
• Ensuring demand and staffing levels remain balanced by identifying performance risks and implementing appropriate corrective actions.
• Proactively communicating real‑time performance issues and recommendations to leaders and key stakeholders.
• Coordinating short-term workforce adjustments, such as rescheduling activities, meetings, and training sessions to maintain operational performance.
• Monitoring queue performance across channels and skills to minimise customer wait times and maximise co‑worker productivity.
• Providing insights and recommendations to Scheduling Specialists and Operations teams to support continuous improvement of workforce planning processes.
• Analysing operational trends and identifying opportunities to improve efficiency, customer experience, and service outcomes.
• Working with systems including Genesys, Verint, Kronos, Dialog, and other workforce management platforms to support real-time decision‑making.

Who you are

You are a proactive and analytical workforce management professional who thrives in a fast‑paced contact centre environment. You enjoy using data and insights to solve problems, influence stakeholders, and drive operational performance.

To be successful in this role, you will have:

• At least 3 years' experience in a contact centre workforce management environment.
• Previous experience as an Intraday Specialist, Real‑Time Analyst, or similar workforce planning role.
• Strong understanding of workforce management principles, including forecasting, capacity planning, scheduling, and intraday management.
• Experience monitoring real‑time performance and managing service levels across multiple channels.
• Strong knowledge of workforce management platforms, including Genesys and Verint.
• Excellent analytical and problem‑solving skills, with the ability to interpret data and make informed recommendations.
• Advanced computer literacy and proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Strong communication and stakeholder management skills, with the ability to work effectively across teams and levels of the organisation.
• A keen eye for detail and a continuous improvement mindset.

What you need to know

• 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave
• 24/7 access to Employee Assistance Program for health and wellbeing support
• 15% Co‑worker discount
• Low-cost nutritious meals including complimentary drinks in Co‑worker restaurant
• Free Co‑worker parking
• Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well‑being offers)
• Bonus programme (where eligible)
• Co‑worker Loyalty programme (extra contribution to superannuation fund where eligible)

We need people like you!

At IKEA, work is so much more than a job. Come join us!