Redefining Work-Life Balance

Step into a realm where the office knows no bounds. Explore the flexible work options empowering employees to thrive, whether from the comfort of home or in the bustling IKEA Contact Centre headquarters.

You are the Site Leader of IKEAContact Centre Hungary. We are talking about a very new position; can you tell us a little bit about it?

This position seemed more complex compared to my previous experiences, so a year and a half ago, I was hesitant about it. Eventually, the job description appealed to me, so I decided to submit my application via #LinkedIn and went through a challenging but enjoyable hiring process.

Considering this is a new position, I felt honoured to accept it, as the role will grow with me over the years.

In summary, I contribute to reaching business goals while maximising co-worker and customer satisfaction. I am also responsible for local and legal requirements that are in place and followed. The site leader is also a point of contact for the store management team if required. 

The Contact Centre has a large workforce - what opportunities do colleagues have in terms of place of work?

I am glad to say that we can offer flexible options: colleagues can work from home or remotely. The office is also designed accordingly, with limited seating. Around 60% of the RCMP team can sit in the office, which allows us to be flexible with home office days and consider them when preparing monthly schedules.  

A few remote coworkers live far away from Budapest, in other parts of the country. They come into the office once or twice a month – and we are always very happy to meet them.

What other flexible options do Contact Centre co-workers have?

All positions can be performed from home, and working part-time is also possible, making it a very family-friendly choice. We have colleagues who are expecting or have just returned from maternity leave and work part-time.

I also would like to emphasise that we pay attention to equality. For instance, the office is designed to be accessible; we can provide a comfortable working environment for colleagues with disabilities.

What is the interoperability between the shop floor and the Contact Centre team?

Let me mention a recent example: a colleague on maternity leave indicated that she would like to join the RCMP team soon, having previously worked in the store.

All returns are managed by our People&Culture team, from the administration part to training sessions. In this case and similar cases, we work closely with store management.

With this process, we secure the highest service level for our customers and propose unique solutions for different life situations.

What do you feel is your biggest success since you started working at IKEA?

Apart from being chosen for the Site Leader position, I consider contributing to coworker's well-being one of my greatest successes. This enables seamless operation, which supports meeting our business goals of RCMP and the market as well.

After the transformation period, the RCMP has some functions, roles and responsibilities that need to be specified. I usually represent the RCMP during the in-store presentations, and I am grateful to see positive progress.

Meanwhile, we have also produced several short films representing the RCMP. Some of them are available on the IKEA social media platforms - and although I am occasionally in the public eye, I am delighted to be involved and seen.

RCMP is also involved in design services - so looking beyond that, what is your favorite IKEA product?

My home has a Swedish style, and I love reading; therefore, #BILLY bookshelf was one of the best choices.