Real-Time Workforce Specialist

Ikea Gruppe; Inner West; Hybrid; AUD 90,000 - 115,000; Full time

Job summary

IKEA Gruppe in Tempe (NSW) seeks an Intraday Specialist to monitor and manage contact centre performance in real time. You will use analytics to keep demand and workforce supply aligned and to drive continuous improvement.

Strong Excel/PowerPoint skills and the ability to influence stakeholders across teams in a hybrid, full-time setting are essential. Experience with contact centre technologies such as Genesys, Verint, and Kronos is preferred, and you will collaborate across functions to enable

Qualifications

• Strong analytics capability and proven ability to translate data into insights.
• Experience influencing stakeholders across teams to drive decisions.
• Hybrid, full-time work setting with real-time performance monitoring.

Responsibilities

• Monitor contact centre performance in real time and ensure alignment of demand and staffing.
• Support data-driven decision making and continuous improvement initiatives.
• Collaborate with cross-functional teams to optimize workforce processes.

Skills

Analytics

Stakeholder influence

Tools

Excel

PowerPoint

Genesys

Verint

Kronos

Job description

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.