Real-Time Workforce Specialist

IKEA Gruppe; Inner West; Hybrid; Confidential; Full time

Benefits offered by this job

5 weeks annual leave

Parental leave and wellbeing benefits

Employee Assistance Program

15% co‑worker discount

Subsidised meals and drinks

Co‑worker uniform

Free onsite parking

Bonus programme

Co‑worker Loyalty Program

Job summary

IKEA Customer Service Office 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 Genesys, Verint, Kronos and other systems to support decision‑making and continuous improvement.

The role requires strong analytics, expert Excel/PowerPoint skills, and proven ability to influence stakeholders across teams in a hybrid, full‑time setting.

Qualifications

• 3+ years in a contact centre workforce management environment.

Responsibilities

• Monitor operational performance across contact channels in real time using WFM tools and dashboards.

Skills

Forecasting

Capacity planning

Scheduling

Intraday management

Real-time monitoring

Genesys

Verint

Excel

PowerPoint

Data analysis

Stakeholder mgmt

Tools

Kronos

Dialog

Job description

IKEA Customer Service Office 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 Genesys, Verint, Kronos and other systems to support decision‑making and continuous improvement.

The role requires strong analytics, expert Excel/PowerPoint skills, and proven ability to influence stakeholders across teams in a hybrid, full‑time setting.