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For Companies At a Glance
- Tasks: Lead a global team to optimise real-time consumer engagement and performance.
- Company: Join the LEGO Group, a brand known for creativity and high standards in consumer engagement.
- Benefits: Enjoy flexible working, family care leave, wellbeing resources, and a generous colleague discount.
- Why this job: Be part of a dynamic team that champions innovation and exceptional service in a fun environment.
- Qualifications: Experience in resource planning and multi-channel contact centres is essential; leadership skills are a must.
- Other info: This role offers hybrid work with two days remote and three in-office, based in Slough.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join us as a Resource Planning Manager- Intraday and lead our global team in optimising real-time consumer engagement. Your strategic approach and people leadership will drive exceptional performance and ensure we deliver outstanding service.
No relocation assistance is offered for this position.
Core Responsibilities
- Lead end-to-end real-time management processes, practices and touchpoints using industry learnings, innovative mindset and partner input to drive performance optimisation and help build a world class centre of excellence
- Collaborate with the global Resource Planning team, Operations, Training, Recruitment and other support teams to ensure the right resources are in place to meet consumer demand and agreed service targets across all global languages, channels and engagement touchpoints
- Ensure all shrinkage activities and skill assignments are fully optimised and updated for the week ahead and all requests into the global Intraday team are responded to within agreed service levels and in line with quality expectations
- Communicate changes and updates clearly to impacted partners
- Support understanding of business performance through identification of trends/issues and the provision of relevant information, reports, insights and actions
- Lead, motivate, develop and direct a distributed team of intraday coordinators, setting clear roles and responsibilities whilst role-modelling our behaviours
- Represent the team in department-wide projects and appropriate partner meetings, championing new and innovative ways of working through the digital transformation strategy
About the Role
This role leads the global Real-Time function within the CSE Resource Management team, using technology and collaboration to meet service goals across all markets and channels. It also leads a global team of Intraday Coordinators, driving learning and development initiatives to foster an agile, high-performing team in a global centre of excellence. The role is aligned to Manager Level and is known internally as the Intraday Manager.
What we’re looking for
- Proven experience within Resource Planning in a similar role
- Experience within a multi-channel contact centre is required with global experience a plus
- Engaging and personable people leader experience
- Expert skills in using Workforce Management (preferably Calabrio), Contact Routing and CRM software
- Proven record in delivering process improvements and innovative solutions
- Excellent leadership, communication, collaboration and influencing skills to work at all levels from Director to Agent
- Ability to work and deliver in a fast-paced complex environment
- This is a global role with team members and partners based across time zones. Flexibility to work outside of regular working hours is required
- Based in our Slough office with two days remote work and three in-office
Location and Availability
Uxbridge, England, United Kingdom; London, England, United Kingdom
What’s in it for you?
- Family Care Leave – enhanced paid leave options
- Insurances – life and disability insurance
- Wellbeing – resources and benefits to nurture physical and mental wellbeing
- Colleague Discount – generous colleague discount from day one
- Bonus – eligibility-based bonus scheme
- Workplace – hybrid policy with an average of 3 days per week in the office
The LEGO Group is committed to equal employment opportunity and equal pay, and to Children’s Rights and Child Wellbeing. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
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Resource Planning Manager- Intraday employer: the LEGO Group
Contact Detail:
the LEGO Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Manager- Intraday
✨Tip Number 1
Familiarise yourself with the LEGO Group's values and culture. Understanding their commitment to creativity, play, and children's rights will help you align your approach during interviews and discussions, showcasing that you're a great fit for their team.
✨Tip Number 2
Network with current or former employees of the LEGO Group, especially those in resource planning or management roles. They can provide valuable insights into the company’s expectations and culture, which can help you tailor your conversations during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised real-time management processes in previous roles. Highlighting your experience with Workforce Management tools like Calabrio will demonstrate your technical expertise and readiness for the role.
✨Tip Number 4
Showcase your leadership skills by preparing to discuss how you've motivated and developed teams in the past. The LEGO Group values strong people leaders, so be ready to share your strategies for fostering collaboration and high performance within diverse teams.
We think you need these skills to ace Resource Planning Manager- Intraday
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resource planning and multi-channel contact centres. Use specific examples that demonstrate your leadership skills and ability to optimise performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the LEGO brand and how your strategic approach aligns with their goals. Mention your experience with Workforce Management tools and your ability to lead diverse teams.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in service levels or successful projects you've led. This will help illustrate your impact in previous roles.
Highlight Flexibility and Collaboration: Emphasise your ability to work across time zones and collaborate with global teams. Mention any experience you have in leading teams remotely, as this is crucial for the role.
How to prepare for a job interview at the LEGO Group
✨Showcase Your Leadership Skills
As a Resource Planning Manager, you'll be leading a global team. Be prepared to discuss your leadership style and provide examples of how you've motivated and developed teams in the past.
✨Demonstrate Industry Knowledge
Familiarise yourself with the latest trends in resource planning and workforce management. Be ready to discuss how you can apply innovative solutions to optimise performance in a multi-channel contact centre.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time management scenarios. Think of specific examples where you've successfully handled unexpected challenges or changes in demand.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly, especially when discussing complex ideas or strategies, as you'll need to collaborate with various teams across different time zones.
