Contact Centre Team Leader

**Are you interested in coaching and supporting a diverse team of customer service representatives to help deliver great customer service and brand-differentiating experiences?
**Join us and bring your leadership skills to the table and help us build a FRKE (Fun, Reliable, Knowledgeable and Engaging) environment for the team
**Core Responsibilities**
- Lead, empower and engage your team by creating a culture of openness and transparency
- Lead by example through demonstrating the LEGO Values in every interaction you have
- Analyse team performance to understand root causes and act on these to drive up the performance of your team
- Utilise formal and informal coaching sessions/121s using both directive and non-directive feedback to continually drive team and individual performance. Create and follow up on actions plans for all team members
- Work closely with team members on their career development plan, identify talents and support the growth of individuals in the team

**Play your part in our team succeeding**

The LEGO Group is a 90 years old family-owned company who is true to our values of inspiring and developing kids.

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with current contact centres in the UK, Germany, USA, Singapore and Shanghai supporting over 4 million customer engagements per year across multiple channels.

Our Consumer and Shopper Engagement Advisors are motivated, multi-lingual, natural engagers with a positive attitude that is maintained even under pressure. We strive for employees to have a great **work-life balance **because it is important to have a satisfying career in addition to a happy private life.

**Do you have what it takes?**
- 3-5 years of experience as a people leader in contact centre environment who can inspire and develop a diverse group of customer service representatives.
- Excellent verbal, written and presentation skills
- A solid understanding of CRM and contact management
- Advanced English is required
- Experience with multi-cultural teams and cross-region collaboration is an advantage
- Highly proficient in English and Asian language to communicate effectively with the APAC region.

**Join the global LEGO **® **team**

**What’s in it for you? Here are some of what to expect**:

- **Family Care Leave - **We offer enhancedpaid 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 beyour primary workplace with flexibility to work from home during yourworking 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.

Thank you for sharing our global commitment to Children’s Rights.

**Build your career brick by brick at the LEGO Group.