[New Job Opening] Senior Resource Planning Delivery Specialist, Slough UK job Vacancy in Slough


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Position Name :
Senior Resource Planning Delivery Specialist, Slough UK
Job ID :
Description : Are you interested in supporting different service operation functions to deliver world class employee and consumer experiences?
Bring your workforce planning expertise and help LEGO make strategic decisions.
Core Responsibilities
Continually review scheduling and real-time management processes, practices and touchpoints across the LEGO Consumer and Shopper Engagement global operation ensuring a consistent global approach whilst making recommendations for performance optimisation and helping 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 with the right skills at the right time to meet consumer demand across all global languages, channels and engagement touchpoints.Own the global execution of daily plans facilitating the communication and common understanding of agreed day-to-day deliverables across the global WFM team whilst working with key collaborators to remove barriers or obstacles.Ensure timely delivery of all agreed adviser scheduled activities such as trainings, meetings, huddles, and development activities.Support the understanding of business performance through identification of trends/issues and contributing to daily, weekly, and monthly department performance reviews and the provision of relevant information, reports, insights and actions.Taking ownership for self-development participating in Industry Groups and LEGO projects to identify and implement new ideas for best practice and best use of our technologies.Represent the Resource Management team in department wide projects and appropriate partner meetings including championing new and innovative ways of working through the CS&E digital transformation strategy.
Play your part in our team succeeding
LEGO Consumer and Shopper Engagement strives 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.
Workforce Management assists Consumer and Shopper Engagement by helping ensure we have the right number of employees with the right skills at the right time to support the delivery of outstanding consumer engagement whilst supporting the department aims to be the employer of choice!
The Snr Resource Planning Delivery Specialist has an exceptional focus on how we deliver and implement scheduling and real time management globally making the best use of technologies, collaboration and functional expertise to achieve agreed outcomes and helping to develop a global Centre of excellence.
Do you have what it takes?
Workforce planning experience in a similar role preferably within a multi-channel Global contact Centre.Expert skills in using a Workforce Management tool (5 years).Consistent track record in delivering process improvements and innovative solutions.Experience in virtual multi-skilled, multi-site Customer Centre.Outstanding communication, collaboration and influencing skills to work at all levels from Director to Agent.The ability to explain complex information in an easy-to-understand manner and generate “consensus” from key collaborators.Happy to travel internationally up to 4 times a year.Previous experience leading direct reports would be beneficial.Previous experience working with Salesforce, Calabrio and/or Teleopti WFM.Power BI, Tableu or similar reporting analytics packages.Takes initiative, recognises and acts on opportunities.
Join the global LEGO® team
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.
Wellness – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programmes 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, you’ll be rewarded through our global bonus scheme.
Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.
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 proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.
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.
Build your career brick by brick at the LEGO Group.
LocationUnited Kingdom, Slough, Berkshire
Job ID
CategoryMarketingCustomer ServiceProject ManagementQuality ManagementRetail Operations
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