Scheduling Specialist

the LEGO Group • Tempe, AZ

2d • $49,576 - $74,364 • Hybrid

About The Position

We’re looking for an energized and insightful Scheduling Specialist to support the workforce planning of the Consumer Engagement Center! The Scheduling Specialist will help build out the daily schedules of our Customer Service Agents, based at our Consumer Engagement Center. Our agents handle over 3 million queries each year across 6 global contact centers from LEGO fans in over 22 different countries.

The LEGO Consumer & Shopper Engagement (CSE) 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 Group. Resource Planning assists CSE 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 Scheduling Specialist works collaboratively with operations and support teams to achieve the right balance between scheduling of advisor workday and activities, and service delivery to consumers whilst maximizing employee satisfaction opportunities.

Requirements

• Experience with scheduling software like Calabrio, and familiarity with AI applications in contact center technologies.
• Attention to detail and the ability to multitask in a fast-paced environment.
• Problem solving and analytical skills.
• Critical thinking with a continuous improvement approach and results orientated.
• Flexible and able to respond to changing priorities and environments, managing multiple tasks efficiently.
• Excellent interpersonal skills with a focus on teamwork and effective communication across global teams.
• Clear understanding and appreciation for advisor needs and challenges while contact handling.
• Display the Leadership Playground behaviours (Curious, Focused, Brave).

Responsibilities

• Analyze contact center trends, including call volume, call patterns, staff productivity and resource allocation.
• Build staffing and scheduling plans to meet the business unit objectives using Calabrio for multi-skilled advisors, working on multiple channels in various locations.
• Monitor and action global operations requests such as meetings, training, absence information and skill changes within agreed service standards.
• 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.
• Continually seek opportunities to optimize processes and maximize self-service opportunities through effective utilization of available technologies.
• Bring the LEGO values and ways of working to life whilst working as cohesive distributed team with continuous focus on collaboration and communication.

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
• Your 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.

What This Job Offers

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