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. Join the team and start a better life for yourself.

At IKEA, our Remote Customer Meeting Point (RCMP) is a key part of our evolving omnichannel retail system. We are shaping a new era of remote customer interactions by creating simple, seamless, and human experiences wherever and whenever our customers choose to connect with us. Our team is dedicated to enabling sustainable growth through smarter, more flexible ways of meeting customers remotely. We empower co workers, optimise customer journeys, and drive outcomes that strengthen IKEA's vision of making life at home better for the many. Within this dynamic environment, the Planning, Scheduling & Intraday function plays a critical role. We translate group level capacity plans into actionable country scheduling plans that maximise business performance, while thoughtfully adapting to co worker needs and preferences wherever possible. This balance between operational excellence and people centred planning is at the heart of what we do.

What you need to know

• 5 weeks' Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co worker discount
• Low cost nutritious meals including complimentary drinks in our Co worker restaurant
• Free Co worker parking
• Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well being offers across hundreds of retailers and service providers).
• Bonus programme (where eligible)
• Co worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information

• This role is Permanent Full time, 76hrs/fortnight (hybrid)
• This role is based at IKEA Customer Service Office, Tempe, NSW.
• This role requires availability to work Monday to Friday 7:00am - 6:00pm

About this work area

• Manage short term forecasts and create/publish co worker schedules to achieve optimal service levels.
• Plan and coordinate activities such as training, leave, and events, partnering with stakeholders to minimise operational impact.
• Integrate co worker preferences, availability and shift swaps into schedules that support transparency and work/life balance.
• Define and adjust shift activities based on short term demand insights to ensure schedules remain accurate and relevant.
• Manage major schedule adjustments for key events (e.g., Town Hall Meetings), balancing business and co worker needs.
• Lead regular capacity and forecast reviews with remote partners to ensure alignment and clarity.
• Provide insights to Group D&C teams to enhance forecasting, planning, and intraday operations.

Who you are

• Broad expertise in workforce management within an omnichannel contact centre, including demand, capacity, scheduling, and intraday operations.
• In depth knowledge of scheduling practices and how they integrate with capacity planning and intraday management.
• A personable, friendly approach and the ability to build strong working relationships with co workers, team leaders, and managers.
• Experience using WFM tools such as Verint and Dialog (Genesys) is highly desirable.
• Strong multitasking abilities with a track record of meeting deadlines.
• Solid analytical, numerical, and problem solving skills, with the ability to balance planning accuracy with operational needs.
• Experience conducting root cause analysis and turning insights into actionable improvement plans.
• High attention to detail, with a structured, organised, and focused working style.
• Proficiency in Microsoft tools, particularly Excel and PowerPoint.
• A strong understanding of demand calculation and its impact on workforce planning.