Scheduling Specialist

About the role

IKEA’s Remote Customer Meeting Point is an important part of its omnichannel customer service model, helping create smooth and human remote interactions whenever customers choose to connect. The business is focused on sustainable growth by using flexible remote service methods that support co-workers, improve customer journeys, and contribute to IKEA’s mission of making everyday life at home better for more people.

In the Planning, Scheduling and Intraday area, the role is central to turning higher-level capacity plans into practical country-level schedules. The aim is to support business performance while also considering co-worker needs and preferences wherever possible, combining strong operational planning with a people-first approach.

Key responsibilities

• Review short-term demand forecasts and build, update, and publish co-worker schedules that support strong service levels.
• Coordinate activities such as training, leave, and events by working with stakeholders to reduce disruption to operations.
• Incorporate co-worker availability, preferences, and shift swaps into schedules in a way that supports transparency and work-life balance.
• Adjust shift tasks based on short-term demand trends so schedules stay accurate and useful.
• Handle significant schedule changes for major events, such as town hall meetings, while balancing business requirements and co-worker needs.
• Run regular capacity and forecast discussions with remote partners to keep planning aligned and clear.
• Share insights with Group D&C teams to improve forecasting, planning, and intraday decision-making.

Requirements

• Strong background in workforce management within an omnichannel contact centre, covering demand, capacity, scheduling, and intraday activity.
• Good understanding of scheduling methods and how they connect with capacity planning and intraday management.
• Warm, approachable communication style with the ability to develop effective working relationships with co-workers, team leaders, and managers.
• Prior use of workforce management tools such as Verint and Dialog (Genesys) is preferred.
• Ability to manage several priorities at once and consistently meet deadlines.
• Strong analytical, numerical, and problem-solving capability, with the judgement to balance planning accuracy and operational needs.
• Experience with root-cause analysis and converting findings into practical improvement actions.
• Excellent attention to detail and a structured, organised, and focused way of working.
• Confident use of Microsoft tools, especially Excel and PowerPoint.
• Clear understanding of demand calculation and how it affects workforce planning.

Perks and benefits

• 5 weeks of paid annual leave, plus paid parental leave and family and community leave.
• 24/7 access to the Employee Assistance Program for health and wellbeing support.
• 15% co-worker discount.
• Affordable nutritious meals, including complimentary drinks in the co-worker restaurant.
• Free co-worker parking.
• Free benefits membership with savings and discounts on everyday spending, entertainment, retail, and wellbeing offers from hundreds of retailers and service providers.
• Bonus program, where eligible.
• Co-worker loyalty program, which provides an extra superannuation contribution where eligible.

Additional information

This is a permanent full-time role working 76 hours per fortnight in a hybrid arrangement. The position is based at IKEA Customer Service Office, Tempe, NSW, Sydney, New South Wales, Australia. Availability is required Monday to Friday between 7:00 am and 6:00 pm.

Who can apply

Candidates with experience in workforce management, scheduling, capacity planning, and intraday operations within a contact centre or similar omnichannel environment are well suited for this opportunity.

Work environment

This position sits within a fast-moving remote customer service operation where planning accuracy, responsiveness to demand, and strong collaboration with stakeholders are essential.