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- 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.
Join to apply for the Resource Planning Manager- Intraday role at the LEGO Group
Join to apply for the Resource Planning Manager- Intraday role at the LEGO Group
Job Description
Join us as an 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!
Job Description
Join us as an 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
- Strong collaboration 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
- Ensure changes and updates are clearly communicated to impacted partners
- Support the 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 including championing new and innovative ways of working through the digital transformation strategy
Play your part in our team succeeding!
LEGO Consumer and Shopper Engagement (CSE) strives to provide exceptional service by engaging with consumers in a way that reflects the LEGO brand\’s high standards. We benchmark against other premium brands and focus on enhancing consumer engagement.
Resource Planning supports CSE by ensuring we have the right number of skilled employees available to deliver outstanding consumer experiences while aiming to be the employer of choice.
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. This role also leads a global team of Intraday Coordinators, driving impactful learning and development initiatives to foster an agile, high-performing team in a global centre of excellence.
Do you have what it takes?
- 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
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 is what you can 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 our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
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.
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.
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 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 and religion) to apply for roles in our team.
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.
Just imagine building your dream career.
Then make it real.
Join the LEGO team today.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Management and Manufacturing
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Industries
Manufacturing
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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.
