Call Center Sales Team Leader

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

Job summary

Join IKEA USA as a leader in creating exceptional customer experiences. This permanent, full-time role in Baltimore offers a hybrid workplace with strong team dynamics, leadership development, and competitive salary, along with an impressive array of benefits to support work-life balance and personal growth.

Benefits

Generous paid time off

Paid parental leave (up to 16 weeks)

Education assistance and learning programs

Telehealth visits

Co-worker discount

Qualifications

• Proven experience in leading high-performance teams.
• Strong customer-focused culture and soft skills.

Responsibilities

• Drive exceptional customer experience through team leadership.
• Create a motivating work environment and develop team members.
• Evaluate performance and implement improvement plans.

Skills

Leadership

Customer Focus

Team Building

Communication

Job description

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 BrandEvaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviorsLead, 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 meetingCreate, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goalsIdentify improvement needs in the work environment thus contributing to create a great place to workContribute 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 outcomesValidate 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.

Apply now!

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-timeBENEFITS ELIGIBLE: YesHybrid workplace: Up to 3 days in office(Baltimore)and other days remote(Open Availability Required)Salary Range: $56,778-$82,328.25Generous paid time off, holiday and sick timeWiselyPay – get earned wages up to two days earlyPaid parental leave (up to 16 weeks)KinderCare tuition discount Retirement and bonus plansCo-worker discount, meal deal, and referral bonusPet insurance programEducation assistance and learning programsSafety shoe reimbursement24/7 telehealth visitsDental and vision plansMedical and Rxplans (must work min. 20 hrs/wk)A fun and inclusive work environmentThank 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