Our team within IKEA
RCMP (Remote Customer Meeting Point) is the heart of IKEA’s customer interaction, where we meet and support customers beyond the physical store. RCMP plays a critical role in enabling a seamless omnichannel experience by connecting digital, remote, and human touchpoints into one consistent customer journey.

More than a traditional contact center, RCMP is evolving into a value-driven organization that supports customers throughout their life at home — from inspiration and planning to problem resolution and long-term relationships. Our ambition is to shift from handling transactions to delivering meaningful solutions, using digital-first approaches while ensuring human support is available when it truly adds value.

At RCMP, we work closely with business teams to continuously improve customer experience, operational efficiency, and future-ready ways of working.
Who you are
• Prior experience in real-time contact channels (calls, chats, etc.) is mandatory
• Good understanding of IKEA corporate identity, core values and vision
• Broad knowledge of workforce management in retail (demand, capacity, scheduling, intraday)
• Broad understanding of demand drivers linked to sales and customer support in multinational settings
• Strong knowledge of intraday operations in contact centers and its integration with scheduling
• Strong knowledge of Genesys and Verint platforms
• Strong understanding of RCMP operational mechanics
• Good understanding of IKEA business complexity and the role of remote experience design and RCMP within the business
• High level of data and computer proficiency
About this work area
• Prioritize targets to maximize customer experience and meet goals
• Compare forecast vs. actual demand and trends to decide re-forecast actions
• Ensure demand and supply match; take measures to secure performance
• Monitor queue times and abandon rates across channels/skills to improve efficiency and reduce waiting time
• Monitor schedule adherence and wrap times; provide feedback to Remote Team Leaders
• Adjust short-term supply (e.g., reschedule training) to balance co-worker and customer experience at the right cost
• Collaborate with managers and team leaders to align on training and meetings for better scheduling and co-worker experience
• Provide daily performance commentary and mitigating actions to Planning, Scheduling & Intraday Manager and Scheduling Specialists
• Work closely with Scheduling Specialists to secure continuous scheduling operations
• Share insights and feedback with Scheduling Specialists and operations to drive better future scheduling actions
• Share learnings and feedback with stakeholders to support continuous improvement across RCMP
채용 시 참고사항
최종 합격하여 채용이 결정된 경우 근로관계 개시일부터 3개월의 *시용기간이 진행됩니다. 다만, 1회에 한해 3개월 이내에서 연장될 수 있습니다. *(*시용기간은 수습기간을 의미)

[서류 반환 정책]
* 본 고지는 『채용절차의 공정화에 관한 법률』 제11조 제6항에 따른 것입니다.
* 당사 채용에 응시한 구직자 중 최종합격이 되지 못한 구직자는 『채용절차의 공정화에 관한 법률』에 따라 제출한 채용서류의 반환을 청구할 수 있음을 알려 드립니다. 다만, 홈페이지 또는 전자우편으로 제출된 경우나 구직자가 당사의 요구 없이 자발적으로 제출한 경우에는 그러하지 아니하며, 천재지변이나 그 밖에 당사에게 책임 없는 사유로 채용서류가 멸실된 경우에는 반환한 것으로 봅니다.

* 채용서류 반환 청구를 하는 구직자는 채용서류 반환청구서[채용절차의 공정화에 관한 법률 시행규칙 별지 제3호 서식]를 작성하여 당사 이메일 ******@*******.*** 로 제출하면, 제출이 확인된 날로부터 14일 이내에 지정한 주소지로 등기우편을 통하여 발송해 드립니다. 이 경우 등기우편요금은 수신자 부담으로 하게 되오니 유념하시기 바랍니다.

* 당사는 구직자의 반환 청구에 대비하여 채용 여부가 확정된 날로부터 180일간 구직자가 제출한 채용서류 원본을 보관하게 되며, 그때까지 채용서류의 반환을 청구하지 아니할 경우에는 『개인정보 보호법』에 따라 지체 없이 채용서류 일체를 파기할 예정입니다.