Senior Workforce Planning Specialist

Job Description

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

Core 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.

Do you have what it takes?

• 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

Compensation

The salary for this position has a range of $59,987.00 - $89,981.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

Family Care Leave – We offer enhanced paid le