Snr Workforce Planning Specialist

  • Location
    Shanghai Hub NEW, Shanghai, China
  • Job ID
    0000001104
  • Category
    Consumer Service & Contact Center Operations

Job Description

Are you interested in working for one of the strongest brands in the world?

Here's a fantastic job opportunity for you to use your process and project expertise to support the growth of a dynamic, integrated digital ecosystem touching parents, children and families across China and beyond.

Core Responsibilities

  • Drive collaborative working relationships with local market and retail teams to understand market growth plans, campaigns, product launches and continually test and update capacity model assumptions
  • Deliver accurate volume and staffing forecasts through capacity planning excellence to meet consumer demand and deliver agreed service and quality targets on all channels
  • Develop and maintain recruitment recommendations through collaboration with operations and training teams to ensure agreed staffing levels are maintained on all languages, channels and shifts.
  • Support the understanding of business performance through identification of trends/issues and contributing to daily, weekly and monthly department performance reviews through the provision of relevant information, reports, insights and actions.
  • Produce and review advisor shifts and working practices and make recommendations to ensure maximum efficiency and productivity whilst supporting the our drive to ensure LEGO Group is the place our advisors want to work
  • Represent the Resource Management team in department wide projects and appropriate stakeholder meetings. Ensure advisor information is maintained and updated where required whilst adhering to GDPR
  • Support the redeployment of resources across CSE as needed

Play your part in our team succeeding

LEGO® Consumer Services aims to deliver world class service by engaging with consumers in a way that lives up to the expectations of the LEGO® brand. We Benchmark ourselves against other Premium brands whilst actively playing a part in deepening the level of engagement each consumer has with the LEGO® brand.

Workforce Management assists Consumer Services by helping ensure we have the right number of employees with the right skills at the right time to support the delivery of world class consumer engagement and employee satisfaction.

The Snr Planning Specialist ensures the continual right sizing and optimization of resources by accurately forecasting resource requirements whilst effectively balancing resource utilization and high levels of consumer engagement experience. Primarily it involves achieving the right balance between cost & efficiency and world class consumer & employee engagement.

The role reports into the Snr Resource Planning Manager and supports the local Operations Leader through the delivery of resource requirement forecasts, provision of schedules for frontline advisors, business performance reporting and analysis and management of contact queues to ensure balanced service delivery in accordance to targets on all channels.

Do you have what it takes?

  • 3 year's working experience in a multi-skilled, multi-channel Contact Centre in a similar role is preferred
  • A good understanding of contact center technology including CRM, Workforce Management and contact routing.
  • Advanced Microsoft Excel
  • Ability to communicate effectively and clearly across different groups.
  • Able to work independently as well as part of a team
  • Attention to detail and the ability to multi-skill in a fast-paced environment
  • Good collaboration skills
  • A little travel is required for this role, only driven by exceptional circumstances such as workshops.
  • Previous experience working with Salesforce and/or Calabrio
  • Problem solving mind and a proactive attitude
  • Clear understanding and empathy for Advisor needs and challenges while contact handling
  • Continuous improvement mindset
  • Power BI or similar reporting analytics packages
  • Strong English

Join the global LEGO® family

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity and an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Build your career brick by brick at the LEGO Group.

Join the global LEGO® team 
We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
 
The LEGO Group is proud to be an equal opportunity and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
 
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
                                                                                                                                             
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.   
Thank you for sharing our global commitment to Children’s Rights. 

Build your career brick by brick at the LEGO Group.

Find out what is going on Behind the Bricks...