Intraday Coordinator

LEGO • Tempe, AZ

7d • Hybrid

About The Position

Help us create great consumer experiences by supporting real-time service delivery across our global channels, languages, and teams. Play your part in our team succeeding. LEGO Consumer Services aims to deliver world-class service by 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 Services 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 and employee satisfaction. The Intraday Coordinator monitors service and engagement traffic across all channels, platforms, and languages globally, ensuring we have the right skills mix on the day, taking action where required to meet service goals. The role further works collaboratively with global CS&E operations, WFM, and support teams to monitor and react to unplanned events and FTE shrinkage, reallocating resources where appropriate and flagging service risks.

Requirements

• Good experience working with Excel
• A good understanding of contact center technology including CRM, Workforce Management and contact routing.
• Good verbal and written communication skills
• Attention to detail and the ability to multi-skill in a dynamic environment
• Problem-solving mind and a proactive attitude
• Be able to work independently as well as part of a distributed team
• Ability to communicate effectively and clearly across different groups.
• Clear understanding and empathy for Advisor needs and challenges while contact handling
• Lives the core TLG values
• Displays the Leadership Playground Behaviors (Curious, Focused, Brave)

Responsibilities

• Monitor consumer engagement throughout the day across all global languages and channels, taking timely action and involving the appropriate teams when needed to ensure delivery against agreed service standards.
• Review the day ahead, as well as the next 2–5 working days, to ensure breaks and off-phone activities remain optimized and that anticipated service challenges are addressed through the appropriate channels.
• Monitor, respond to, and support global operations requests such as unplanned schedule updates, absence information, and skill changes within agreed service standards, while addressing any consumer service impacts through the appropriate channels.
• Support the understanding of business performance through identification of trends/issues and contributing to daily and weekly business performance meetings through the provision of relevant information, reports, and actions.
• Bring the LEGO values and ways of working (e.g. Leadership Playground) to life whilst working as a cohesive global team with continuous focus on collaboration and communication.
• Continually seek opportunities to optimize processes and maximise self-service opportunities through effective utilization of available technologies.
• Ensure advisor information is maintained and updated where required whilst adhering to data laws.
• Focus on self-development, feedback from collaborators, and shared learning to explore leading industry practices and the best use of technologies, contributing to the development of a WFM centre of excellence.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed