Intraday Coordinator

Job Description

Help us create great consumer experiences by supporting real-time service delivery across our global channels, languages, and teams.

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 Intraday Coordinator monitors service and engagement traffic across all channels, platforms and languages globally ensuring we have the right skills mix on the day taking action where required to meet service goals. The role further works collaboratively with global CS&E operations, WFM and support teams to monitor and react to unplanned events and FTE shrinkage reallocating resources where appropriate and flagging service risks

Core Responsibilities:
 

• Monitor consumer engagement throughout the day across all global languages and channels, taking timely action and involving the appropriate teams when needed to ensure delivery against agreed service standards.

• Review the day ahead, as well as the next 2–5 working days, to ensure breaks and off-phone activities remain optimized and that anticipated service challenges are addressed through the appropriate channels

• Monitor, respond to, and support global operations requests such as unplanned schedule updates, absence information, and skill changes within agreed service standards, while addressing any consumer service impacts through the appropriate channels.

• Support the understanding of business performance through identification of trends/issues and contributing to daily and weekly business performance meetings through the provision of relevant information, reports and actions

• Bring the LEGO values and ways of working (e.g. Leadership Playground) to life whilst working as cohesive global team with continuous focus on collaboration and communication.

• Continually seek opportunities to optimize processes and maximise self service opportunities through effective utilization of available technologies.

• Ensure advisor information is maintained and updated where required whilst adhering to data laws

• Focus on self-development, feedback from collaborators, and shared learning to explore leading industry practices and the best use of technologies, contributing to the development of a WFM centre of excellence.

Do you have what it takes?
 

• Good experience working with Excel

• A good understanding of contact center technology including CRM, Workforce Management and contact routing.

• Good verbal and written communication skills

• Attention to detail and the ability to multi-skill in a dynamic environment

• Problem solving mind and a proactive attitude

• Be able to work independently as well as part of a distributed team

• Ability to communicate effectively and clearly across different groups.

• Clear understanding and empathy for Advisor needs and challenges while contact handling

• Lives the core TLG values

• Displays the Leadership Playground Behaviors (Curious, Focused, Brave)

Compensation

The salary for this position has a range of $49,576.00 - $74,364.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

Family Care Leave – We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

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 highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

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.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.