Role listed
Ikea Us
AeroLeads people directory · profile
Matthew Benner Email & Phone Number
Operations | Workforce Management | Automation
at
IKEA US
1 work email found
@ikea.com
LinkedIn matched
4 data sources
Profile completeness 100%
Current company
IKEA US
Role
Operations | Workforce Management | Automation
Location
North East, Maryland, United States
Who is Matthew Benner? Overview
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Quick answer
Matthew Benner is listed as Operations | Workforce Management | Automation at IKEA US, based in North East, Maryland, United States. AeroLeads shows a work email signal at ikea.com and a matched LinkedIn profile for Matthew Benner.
Matthew Benner previously worked as Workforce Management and Staff Planning (Director) at Ikea Us and Manager of Workforce Management and Staff Planning at Ikea Us. Matthew Benner holds Bs, Business Management from Wilmington University.
Company email context
Email format at IKEA US
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{first}.{last}@ikea.com
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AeroLeads found 1 current-domain work email signal for Matthew Benner. Compare company email patterns before reaching out.
Profile bio
About Matthew Benner
As the Director of Workforce Management and Staff Planning at IKEA US, I am responsible for delivering optimal workforce solutions and reporting insights for the contact center operations. With over 10 years of customer care management experience, I have a proven track record of transforming underperforming operations into best-in-class industry leaders, using data-driven strategies, innovative technologies, and continuous improvement methodologies.My core competencies include forecasting, scheduling, real-time monitoring, automation, vendor management, analytics, and customer satisfaction. I have successfully implemented balanced scheduling solutions that reduced FTE requirements, streamlined the reporting suite that enhanced operational visibility, and re-configured the ACD and WFM tools that increased functionality and accuracy. Additionally, I have established a monthly business review process that provides capacity and operational feedback to the senior leadership. My mission is to enable and empower the IKEA US contact center to deliver exceptional customer experiences and achieve operational excellence.
Listed skills include Call Centers, Telecommunications, Customer Experience, Voip, and 18 others.
Current workplace
Matthew Benner's current company
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Ikea Us
6 roles
Matthew Benner work experience
A career timeline built from the work history available for this profile.
Workforce Management And Staff Planning (Director)
Current
Ikea Us
In this strategic position, I am accountable for all workforce management and reporting deliverables for IKEA US Contact Center operations. Incorporated under this umbrella are: Forecasting (short & long term), Scheduling, Real time monitoring, and all reporting functions. Highlights include: o Providing the business with an executable road map.o.
Jun 2016 - Present
Manager Of Workforce Management And Staff Planning
Current
Ikea Us
Jun 2016 - Present
Customer Care Manager And Global Program Owner
- In this role, I was accountable for North American Contact Center operations providing Multilanguage Omni-channel customer support for the largest privately held video game company world-wide. Responsibilities for this.
- Increased CSAT from 60% to a high of 95%.
- Increased CSR productivity by lowering AHT and increasing occupancy.
- Reduced blended cost per contact from $9 to $3.o Developed and implemented automated workflows to reduce operating expenses, saving ~75k monthly.o Created a contact reduction program which lowered our contact rate from.
Sep 2013 - Jun 2016
Sr. Manager, Advanced Products
Responsibilities included, but were not limited to, the daily management of the Advanced Products Contact Center (Sales, Technical, & Billing Support) including the directing of a team of three managers, seventeen supervisors and approximately two hundred and fifty non-exempt employees. Priorities were placed on driving performance and meeting.
Jan 2005 - Mar 2013
Settlements & Redemptions - Private Banking
Responsibilities included: securities processing within domestic settlements unit of the private banking division. Daily functions involve coordinating receives, deliveries and redemptions between our private banking accounts and our custodial agent.
Feb 2002 - Jan 2005
1 education record
Matthew Benner education
-
Wilmington University
FAQ
Frequently asked questions about Matthew Benner
Quick answers generated from the profile data available on this page.
What company does Matthew Benner work for?
Matthew Benner works for IKEA US.
What is Matthew Benner's role at IKEA US?
Matthew Benner is listed as Operations | Workforce Management | Automation at IKEA US.
What is Matthew Benner's email address?
AeroLeads has found 1 work email signal at @ikea.com for Matthew Benner at IKEA US.
Where is Matthew Benner based?
Matthew Benner is based in North East, Maryland, United States while working with IKEA US.
What companies has Matthew Benner worked for?
Matthew Benner has worked for Ikea Us, Zenimax Media, Comcast, and Jpmorgan Chase.
How can I contact Matthew Benner?
You can use AeroLeads to view verified contact signals for Matthew Benner at IKEA US, including work email, phone, and LinkedIn data when available.
What schools did Matthew Benner attend?
Matthew Benner holds Bs, Business Management from Wilmington University.
What skills is Matthew Benner known for?
Matthew Benner is listed with skills including Call Centers, Telecommunications, Customer Experience, Voip, Customer Retention, Vendor Management, Broadband, and Process Improvement.
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