Minimum 5 years experience in customer service or sales.
At least 3 years experience leading leaders and teams.
Strong leadership principles for motivating and empowering teams.
Knowledgeable in change management and successful initiatives.
Familiar with people planning and recruitment processes.
Understanding of IKEA's tone and communication across channels.
Good grasp of Call Center operations and sales dynamics.
Responsibilities
Lead and engage Team Leaders to optimize performance.
Communicate clear guidelines for best practices.
Manage performance levels and operational strategies.
Gather and implement feedback to highlight key challenges.
Collaborate with the Call Center Manager on strategic action plans.
Execute action plans to achieve performance outcomes.
Conduct calibration sessions to ensure consistent workflow and customer experience.
Benefits
Hybrid workplace with flexible in-office and remote days.
Generous paid time off and sick leave.
Early access to earned wages via WiselyPay.
Up to 16 weeks paid parental leave.
Tuition discounts through KinderCare.
Retirement and bonus plans available.
Employee discounts, meal deals, and referral bonuses.
Pet insurance program offered.
Education assistance and learning opportunities.
24/7 telehealth services and comprehensive health plans.
Full Job Description
Job ID: 368818
Date posted: 24/09/2026
What you'll be doing day to day Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center, enabling performance steering and people support, thus creating best experience for remote customers and co-workers. Ensure clear guidelines are communicated to the team in order to secure best practice Ensure adequate operations for performance management in order to maintain satisfactory performance levels Collate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders Support and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targets Anchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are met Ensure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experience Together as a team At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people! 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-time BENEFITS ELIGIBLE: Yes Hybrid workplace: 3 days in office(RCMP Baltimore, Houston or Denver(Centennial)) and other days remote (Subject to Change) (Open Availability Required) Salary Range: $79,873-114,617.50 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 Rx plans (must work min. 20 hrs/wk) A fun and inclusive work environment Qualifications Minimum 5 years of experience within customer service or sales Minimum 3 years of experience in leading leaders and co-workers Extensive knowledge of leadership principles to motivate and empower leaders individually as well as to create togetherness within teams Good knowledge of the complexity of change management and understanding of key factors for a successful change initiative General knowledge of the people planning process and the recruitment process, and understanding how to contribute to these Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels Good understanding of the complexity of Call Center operations and Sales/Resolutions as an integrated part of the business Passion for leading others and energized by developing and challenging leaders to reach set individual goals Ability to transform strategy into plans and guidelines If you don't recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people's development together with us.
