Business Operations Team Leader

Do you want to be part of a team who consistently strives to engage and delight customers in new and exciting ways? Here at the LEGO Group, we’re looking to add some experienced people leaders to our Consumer and Shopper Engagement team – a team who champion our outstanding consumers and build meaningful relationships with them.

Core Responsibilities
Our team leaders lead, encourage, empower and engage a team of 15+ consumer service advisors who handle a variety of engagement channels and queries. This is a temporary position with an expected end date in December 2023.

• Carry out engaging daily huddles and regular team meetings to keep your team advised on day-to-day performance and goals of the department and wider business.
• Apply formal and informal coaching and training to continually drive team performance and consumer experience.
• Lead and influence your team by creating a culture of willingness, positivity and transparency and create a sense of belonging to the bigger Consumer and Shopper Engagement team.
• Analyze team performance and resource plans to improve our overall consumer experience.
• Be brave enough to have open conversations with your team to review performance and create and follow up on action plans for all team members.
• Provide support and handle sophisticated consumer calls that are beyond the scope of advisors.
• Showcase excellent communication skills when dealing with partners and beyond.

Play your part in our team succeeding
We’re part of a distributed team operating from five contact centers (UK, USA, Berlin, Singapore, & Shanghai) In the US we’re based in Enfield, CT and you may lead remote workers sitting anywhere in the country.
The key challenge of this role is to own the balance between maintaining outstanding Net Promoter Scores, phenomenal productivity, and an excellent PULSE (our employee satisfaction survey) score.
Consumer and Shopper Engagement key focus areas are

• Be the voice of the consumer to other departments within the company.
• Actively play a part in deepening the engagement of each consumer.
• Focus on continuously improving and gaining efficiency while increasing the % of self-service contact's year on year.
• Brand Ambassadors act as front-line guardians of consumer/shopper experience.

Do you have what it takes?

• Solid understanding of CRM and contact management
• Must have at least two years of direct management experience
• Great teammate, who can work well with a diverse group of people at all levels.
• Excellent verbal, written and presentation skills
• At least two years of LEGO customer service experience

Hybrid Working Model
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 2/ 3 days in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues. This role will be located in Enfield, CT.
Join the global LEGO® team
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 and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
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.
Build your career brick by brick at the LEGO Group.
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.
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