Job Description
Are you interested in coaching and supporting a diverse team of Consumer Service Advisors through our high season, being at the forefront of our world class consumer services?
Bring your leadership skills to the table and help them to create a FRKE (Fun, Reliable, Knowledgeable and Engaging) environment, delivering the LEGO values through the consumer’s chosen channel (email, phone or chat) as a Tempe AZ based Permanent Team Leader.
Here in Consumer & Shopper Engagement, we support all LEGO sales and brand experiences with a world class consumer service, handling all multi-channel contacts in a way that lives up to the expectations of the LEGO brand. This is not an ‘ordinary’ contact center as you know!
You and your team will be responding to consumers of all ages from a young child with the next best idea, the parent who is upset that their birthday gift hasn’t arrived to the AFOL (Adult Fan of LEGO) who knows everything about our Star Wars products
Until we permanently open our new LEGO office in Tempe in August of 2025, you will work both remotely from your home location in the Phoenix area and occassionally be asked onsite at training facilities. Once our office opens, you will still be able to flex and work from home for up to 2 days each week as part of our hybrid working model. We ask that you live within commutable distance to Tempe, AZ (85281) to apply for this role.
Tentative start date for this role will be the first weeks of January 2025.
Play your part in ensuring our team succeeding!
Core Responsibilites:
· Lead, motivate and engage your team (15 - 18 advisors) 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. Build and follow up on actions plans for all team members.
· Carry out engaging board huddles and regular team meetings to keep your team informed on day to day performance and goals of the department and wider business.
Do you have what it takes?
- 2-3 years proven experience leading, inspiring and developing a diverse team of 5-15 people
- Excellent people management, collaborative, coaching and interpersonal skills- A proven track record in identifying opportunities to improve things and ability to speak out and challenge the status quo
- Experience with stakeholder management both internally and externally with strong listening and communication skills
- A solid understanding of internal CSE systems (e.g. Salesforce, Calabrio, TalkDesk, etc.) and contact management
- Fluency in English is required. Fluency in French, Spanish, German, Italian or Brazillian Portuguese is a nice-to-have, but not required.
- Contact center or call center management experience preferred
- Experience with multi-cultural teams and cross-region collaboration is an advantage
*Salary range for this role is $73,320.00 - 9$5,500.00 annually*
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. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.
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.
