Scheduling Specialist

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.

Translate the group capacity plans into country scheduling plans to maximize business outcomes, while adapting to co-worker preferences when possible.•Validate medium and long term resource capacity plans from the global team and adapt to the local call center •Translate the weekly forecasts from the global Demand & Capacity (D&C) team into interval patterns to reflect customer demand and increase business relevance •Integrate coworker input in the scheduling process (e.g. availability, preferences, shift swapping) and publish updated schedules in order to ensure work/life balance and to create transparency and common view.•Define activities and timings within a shift, including tweaks and changes to shifts based on short term view of demand, in order to keep the schedule relevant despite changes in demand/capacity•Manage major schedule changes required, connected to events, as e.g. town hall meeting with senior management, in order to balance co-worker and business needs•Provide insights and feedback to group D&C team, coordinating with Scheduling & Intraday, to improve upstream forecasting and planning process and secure continuous intraday operations.

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.

•Minimum 3 years of experience in a Scheduler, Intraday, Forecaster or Timekeeping role•Minimum 3 years of experience working within call center or customer service•Proven solid experience in working with workforce management software (Verint preferred)•Broad knowledge of workforce management and demand calculation with focus on retail businesses, covering demand, capacity, scheduling and intraday•Broad knowledge of the demand drivers connected to sales and customer care in multinational environments•Strong knowledge of the scheduling area within the call center industry and its integration with capacity planning and intraday•Excellent knowledge of local legislation and internal policy around scheduling and time keeping

"The hourly pay range for this role is $23.15 - $33.01Whether you're part time or full time, we offer competitive benefits and perks, such as medical and Rx*, dental, vison, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more.