Intraday Workforce Specialist

IKEA; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks leave

Parental leave

EAP

Co-worker discount

Meal subsidies

Uniform provided

Onsite parking

Benefits program

Loyalty program

Bonus program

Job summary

IKEA Customer Service Office in Tempe, NSW, is seeking an Intraday Specialist to monitor and manage contact centre performance in real time, ensuring demand and workforce supply stay aligned. You will work with Operations Leaders, Scheduling Specialists, and the workforce planning team to drive service levels across multiple channels.

The role requires 3+ years in a contact centre WFM environment, expertise with Genesys and Verint, strong analytical skills, and the ability to communicate

Qualifications

• At least 3 years' experience in a contact centre workforce management environment.
• Experience as Intraday Specialist, Real-Time Analyst, or similar workforce planning role.
• Strong understanding of forecasting, capacity planning, scheduling, and intraday management.
• Excellent analytical and problem-solving skills, with the ability to interpret data and make informed recommendations.

Responsibilities

• 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.

Skills

Intraday Specialist

Real-time analysis

Forecasting

Capacity planning

Scheduling

Genesys

Verint

Excel

Stakeholder management

Tools

Genesys

Verint

Kronos

Dialog

Job description

At IKEA, everything starts with our customers. Within our Remote Customer Meeting Point (RCMP), we create meaningful connections with customers across multiple channels, delivering great experiences at every interaction.
We are a diverse and passionate team that works together to build long-lasting relationships, solve problems, and continuously improve how we serve our customers. We listen, learn, and take action based on customer feedback, always keeping people at the heart of what we do.
As part of our growing Workforce Management team, you'll play a key role in ensuring we have the right resources in place to deliver exceptional customer experiences. Working closely with Operations Leaders, Workforce Planning and Scheduling Specialists, you'll monitor performance in real time, identify risks and opportunities, and implement actions that optimise service levels and operational outcomes.

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.

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.

Working at IKEA has its benefits and rewards:

• 5 weeks of annual leave
• Paid parental leave, family and community leave, and other wellbeing benefits
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% IKEA co-worker discount
• Subsidised nutritious meals and complimentary drinks in our co-worker restaurant
• Co-worker uniform provided
• Free onsite parking
• Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
• Bonus programme (where eligible)
• Co-worker Loyalty Program with additional superannuation contributions (where eligible)

Additional information:

• 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

We need people like you!

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