Senior Workforce Planning Specialist

Job Description

Play your part in our team succeeding

LEGO Consumer and Shopper Engagement (CSE) aims to deliver world class service by handling consumer contacts and 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.

The Senior Resource Planning Specialist assists CSE through a regional and global focus 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 whilst providing reporting and actionable insights

Core Responsibilities:

• Through utilization of available technologies and effective practice modelling, develop and maintain accurate short, medium and long-term demand forecasts for all frontline and back-office channels taking into account consumer insights, marketing campaigns and product launches

• Through strong collaboration with regional operations leaders, training & recruitment teams and the global resource planning team, develop and maintain efficient and effective staffing models that provide input into recruitment, staffing and budget planning whilst meeting service targets

• Work closely with operations leaders and key team members to constantly review, refine and align on assumptions and forecast modelling approaches.

• Model multiple scenarios for existing engagements whilst providing input into operational decisions such as location strategies, technology investments and operating model changes

• Work closely with data analysts and insights teams to understand drivers of consumer contacts, trends and future changes turning these into meaningful insights to help improve forecast accuracy and keep internal partners informed

• Regularly track and provide insights on performance, to plan including forecast accuracy, shrinkage utilization and headcount to budget plan

• Represent the resource planning team as a subject matter expert in department-wide projects and cross-functional team meetings, providing workforce planning insights to support operational and strategic decisions

• Collaborate with planning specialists in all regions with the aim of utilising CSE global operations and time-zones to deliver to our location strategy, service continuity and operating efficiencies

• Maintain forecasts, campaign plans and staffing projections (FTE) in workforce management systems

• Stay updated with industry trends, technology advancements, and leading practices related to call center demand planning and workforce management.

Do you have what it takes?

• Strong workforce planning experience in a similar role preferably within a multi-channel contact center

• Able to communicate complex ideas and make them easily digestible to an audience

• Analytical and quantitative skills with experience in forecasting techniques and statistical modeling

• Excellent proficiency in Microsoft Excel, including advanced functions and data analysis

• Able to extract valuable and accurate insights using AI supported tools and queries

• Able to analyse complex data sets and create valuable, digestible story lines and make sound recommendations

• Able to work independently as well as part of a team

• Strong attention to detail with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Excellent communication skills to effectively collaborate with call center operations, retail teams, resource planning, and other key team members.

• International travel up to 2 times a year

Compensation

The salary for this position has a range of $59,987.00 - $89,981.00 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.