Intraday Manager
Intraday Manager
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Job Description
Job Description
Join us as an Intraday Manager 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 brands 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.
The Intraday Manager 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
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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 youre interested in this role we encourage you to apply as soon as possible.
Whats 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 youll 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 youll be rewarded through our bonus scheme.
Workplace - When you join the team youll 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 seeksto 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 Childrens 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 Childrens Rights.
Just imagine building your dream career.
Then make it real.
Join the LEGO team today.
Required Experience:
Manager
Employment Type
Full-Time
