Call Center Sales Team Leader

IKEA; Baltimore (MD); Hybrid; USD 56,000 - 83,000; Full time

Job summary

Join a leading retail company as a Call Center Sales Team Leader. You will cultivate outstanding customer experiences by leading high-performing teams in a hybrid environment while fostering a culture of excellence and growth. This role offers a competitive salary and comprehensive benefits, empowering you to thrive in a supportive atmosphere.

Benefits

Generous paid time off

Flexible work environment

Tuition assistance

Retirement plans

Employee discounts

Qualifications

• Proven ability to drive customer experience.
• Experience in building and leading high-performance teams.
• Strong skills in coaching and developing team members.

Responsibilities

• Build and lead high-performance sales teams.
• Evaluate team performance and identify improvement areas.
• Create a positive work environment focused on customer engagement.

Skills

Customer experience

Team leadership

Performance evaluation

Coaching

Job description

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WHY WE WILL LOVE YOU
You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

WHAT YOU'LL BE DOING DAY TO DAY
Drive an exceptional customer experience by building and leading high-performance teams within an assigned area that engage with customers in all remote channels, thus securing long-term growth.
Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors
Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting
Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
Identify improvement needs in the work environment thus contributing to create a great place to work
Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes
Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

TOGETHER AS A TEAM
We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.


At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

JOB TYPE: Permanent, Salaried, Full-time
BENEFITS ELIGIBLE: Yes
Hybrid workplace: Up to 3 days in office(Baltimore)
and other days remote
(Open Availability Required)
Salary Range: $56,778-$82,328.25
Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rxplans (must work min. 20 hrs/wk)
A fun and inclusive work environment

Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role


QUALIFICATIONS

* Drive an exceptional customer experience by building and leading high-performance teams within an assigned area that engage with customers in all remote channels, thus securing long-term growth.
* Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
* Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors
* Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting
* Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
* Identify improvement needs in the work environment thus contributing to create a great place to work
* Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes
* Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Industries

  Retail

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