Intraday Manager

LEGO Gruppe; Slough; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A well-known toy company is seeking an Intraday Manager to optimize real-time consumer engagement. Responsibilities include leading real-time processes, monitoring performance, and collaborating with global teams. The ideal candidate has strong leadership skills and experience in a multi-channel contact center. This role offers a hybrid working model and various employee benefits, including well-being resources and a generous colleague discount. Applications are reviewed on an ongoing basis so apply soon.

Benefits

Family Care Leave

Life and disability insurance

Wellbeing resources

Colleague discount

Bonus scheme

Qualifications

• Experience in multi-channel global contact center operations.
• Ability to lead and motivate a multicultural team remotely.
• Confident decision maker under pressure.

Responsibilities

• Lead end-to-end real-time management processes.
• Monitor performance across consumer contact channels.
• Collaborate with global support teams to meet service targets.
• Communicate operational status during incidents.

Skills

Resource planning

Operations leadership

Strong communication

Decision making

Process improvements

Collaboration

Influencing skills

Job description

Job Description

Join us as an Intraday Manager and lead our global team in optimising real-time consumer engagement.

Your strategic approach and people leadership will drive exceptional performance and ensure we deliver outstanding service!

We offer a hybrid working week arrangement called Best of Both, requiring 3 days in the office location and 2 days from home. Relocation support is not offered for this position.

Core Responsibilities

• Lead end-to-end real-time management processes, practices and touchpoints using industry learnings, innovative mindset and partner input to drive performance optimisation and help build a world class centre of excellence
• Monitor real-time performance across all consumer contact channels and languages ensuring agreed service level, response time and abandonment targets are achieved
• Strong collaboration with the global Resource Planning team, Operations, Training, Recruitment and other support teams to ensure the right resources are in place to meet consumer demand and agreed service targets, taking corrective actions to mitigate performance risks
• Ensure all shrinkage activities and skill assignments are fully optimised and updated for the week ahead and all requests into the global Intraday team are responded to within agreed service levels and in line with quality expectations
• Communicate clear timely updates on operational status, risks and actions acting as a central point of coordination during operational incidents
• Support the understanding of business performance through identification of trends/issues and the provision of relevant information, reports, insights and actions
• Lead, motivate, develop and direct a distributed team of intraday coordinators setting clear roles and responsibilities whilst role‑modeling our behaviours
• Represent the team in department wide projects and appropriate partner meetings including championing new and innovative ways of working through the CSE digital transformation strategy

Play your part in our team succeeding!

The Consumer and Shopper Engagement (CSE) team strives to provide exceptional service by engaging with consumers in a way that reflects the LEGO brand's high standards. We benchmark against other premium brands and focus on enhancing consumer engagement.

Resource Planning supports CSE by ensuring we have the right number of skilled employees available to deliver outstanding consumer experiences while aiming to be the employer of choice.

The Intraday Manager leads the global Real‑Time function within the CSE Resource Management team, using technology and collaboration to meet service goals across all markets and channels. This role also leads a global team of Intraday Coordinators, driving impactful learning and development initiatives to foster an agile, high‑performing team in a global centre of excellence.

Do you have what it takes?

• Resource planning and/or operations leadership experience preferably within a multi-channel global contact center
• Ability to lead, engage and motivate a remote global and multicultural team
• Strong communicator: Calm and confident under pressure
• Confident decision making during operational disruptions
• Ability to work and deliver in a fast‑paced complex environment with an ownership mindset
• Proven record in delivering process improvements and innovative solutions
• Excellent leadership, collaboration and influencing skills to work at all levels from Director to Agent

#LI-JA1

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 is what you can 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 our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

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.

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 belongs.

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 and religion) to apply for roles in our team.

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.

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