Senior Workforce Planning Specialist

the LEGO Group • Tempe, AZ

1d • Hybrid

About The Position

Play your part in our team succeeding LEGO Consumer and Shopper Engagement (CSE) aims 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. The Senior Resource Planning Specialist assists CSE through a regional and global focus 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 whilst providing reporting and actionable insights

Requirements

• Strong workforce planning experience in a similar role preferably within a multi-channel contact center
• Able to communicate complex ideas and make them easily digestible to an audience
• Analytical and quantitative skills with experience in forecasting techniques and statistical modeling
• Excellent proficiency in Microsoft Excel, including advanced functions and data analysis
• Able to extract valuable and accurate insights using AI supported tools and queries
• Able to analyse complex data sets and create valuable, digestible story lines and make sound recommendations
• Able to work independently as well as part of a team
• Strong attention to detail with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Excellent communication skills to effectively collaborate with call center operations, retail teams, resource planning, and other key team members.
• International travel up to 2 times a year

Responsibilities

• Through utilization of available technologies and effective practice modelling, develop and maintain accurate short, medium and long-term demand forecasts for all frontline and back-office channels taking into account consumer insights, marketing campaigns and product launches
• Through strong collaboration with regional operations leaders, training & recruitment teams and the global resource planning team, develop and maintain efficient and effective staffing models that provide input into recruitment, staffing and budget planning whilst meeting service targets
• Work closely with operations leaders and key team members to constantly review, refine and align on assumptions and forecast modelling approaches. Model multiple scenarios for existing engagements whilst providing input into operational decisions such as location strategies, technology investments and operating model changes
• Work closely with data analysts and insights teams to understand drivers of consumer contacts, trends and future changes turning these into meaningful insights to help improve forecast accuracy and keep internal partners informed
• Regularly track and provide insights on performance, to plan including forecast accuracy, shrinkage utilization and headcount to budget plan
• Represent the resource planning team as a subject matter expert in department-wide projects and cross-functional team meetings, providing workforce planning insights to support operational and strategic decisions
• Collaborate with planning specialists in all regions with the aim of utilising CSE global operations and time-zones to deliver to our location strategy, service continuity and operating efficiencies
• Maintain forecasts, campaign plans and staffing projections (FTE) in workforce management systems
• Stay updated with industry trends, technology advancements, and leading practices related to call center demand planning and workforce management.

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.

What This Job Offers

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