Intraday Coordinator

Are you passionate about providing premium service experiences to enhance the lives of our consumers with one of the most iconic brands in the world?

This is an exciting opportunity within the Consumer and Shopper Engagement (CSE) function to maintain optimal Advisor schedules that meet our service goals in the most efficient manner

This is a 9 months contract role based in Singapore and no relocation assistance is offered for this position.

Core Responsibilities

• Monitor consumer engagement throughout the day across all channels taking timely action that ensures delivery to agreed service standards.
• Review the day ahead as well as the next 2-5 working days to ensure breaks and off-phone activity remain optimized and anticipated service challenges are raised to the appropriate channels.
• Monitor, respond and action on global operations requests such as schedule updates, absence information and skill changes whilst escalating consumer service impacts
• 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 to life whilst working as cohesive global team with continuous focus on collaboration and communication.
• Continually seek opportunities to optimize processes and maximize self service opportunities through effective utilization of available technologies.
• Ensure advisor information is maintained and updated where required whilst adhering to data compliance
• Focus on self development, feedback and shared learning to explore industry best practice, best use of technologies to contribute to building a Resource Planning Centre Of Excellence.

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.

Resource Planning assists Consumer Services by helping ensure we have the right number of employees and 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, platforms and languages globally ensuring the skills mix on the day taking action where required to meet service goals. The role further works collaboratively with global CS&E operations, RP and support teams to monitor and react to unplanned events and FTE shrinkage reallocating resources where appropriate and flagging service risks

Do you have what it takes?

• Experience working in a multi-channel Contact Center, responsible for handling advisors’ schedules in a timely and optimized manner
• Strong understanding of Contact Center technology (CRM/ Contact Routing)
• Attention to detail and the ability to multi task in a fast paced environment
• Problem solving mind and a proactive attitude
• Ability to work independently as well as part of a global team
• Clear understanding and empathy for Advisor needs and challenges while contact handling
• Highly proficient in English Language (written and spoken) to communicate effectively with global colleagues.
  
  

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 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.

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.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.