Intraday Coordinator

Job Description

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 to join us in the Resource Planning function of Consumer and Shopper Engagement (CSE)  to maintain optimal Advisor schedules that meet our service goals in the most efficient manner!

We are looking for an upbeat, energetic and hard-working person to join us in facilitating the staffing operations of the new CSE Tempe, AZ location.  

You will have the flexibility to work from home for up to two days per week as part of our Best of Both hybrid model.  However, to be eligible for this exciting role, you must be able to commute to our Tempe, AZ office at least three days per week.

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 a 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 Center of Excellence.

Play your part in our team succeeding

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 acting where required to meet service goals. The role works collaboratively with global Consumer Shopper & Engagement operations, Resource Planning and support teams to monitor and react to unplanned events and reallocating resources where appropriate as well as flagging service risks.

Do you have what it takes?

• Experience in handling schedules in a timely and optimized manner

• Strong understanding of Contact Center technology (CRM/ Contact Routing)

• Attention to detail and the ability to multitask 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.

Additional details on this position

• This position will be based in Tempe, AZ with a tentative start date for the end of September 2025.

• Our workplace enables our LEGO® colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3-day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

• The salary for this position has a range of $50,000.00 - $74,000.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The definitive compensation may vary in alignment with the selected candidate’s professional background, experience, operational needs and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalization of the employment offer.

Compensation

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 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.

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 highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
                                                                                                                                             
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.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.