Senior Workforce Planning Specialist

**Location**
- Slough, United Kingdom

**Job ID**
- 0000012901

**Category**
- Consumer Service & Contact Center Operations

Bring your workforce planning expertise and help the LEGO Group make strategic decisions

**Core Responsibilities**
- Create and maintain accurate demand forecasts for all frontline and back-office channels taking into account marketing campaigns and product launches
- Create and maintain efficient and effective staffing models that provide input into recruitment, staffing and budget planning
- Constantly review and refine assumptions, forecasting models and approaches in order to optimise staffing levels and resource utilisation
- Create the tools to model multiple scenarios for existing engagements and new business activities including input into building the business case for new workload streams
- Work closely with data analysts and business intelligence teams to gather and interpret contact centre data, build and improve reporting capability and generate meaningful reports and insights..
- Regularly track and report on performance to plan including forecast accuracy, shrinkage utilisation and headcount to budget plan
- Represent the resource planning team in department wide projects and appropriate stakeholder meetings
- Collaborate with planning specialists in all regions with the aim of utilising CSE global operation and time-zones to drive efficiency, service continuity and a standardised processes
- Maintain forecasts, campaigns & FTE projections in Calabrio

**Play your part in our team succeeding**

LEGO Consumer and Shopper Engagement 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.

This role assists Consumer and Shopper Engagement 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

**Do you have what it takes?**
- Planning experience in a similar role preferably within a multi-channel contact centre
- Strong analytical and quantitative skills with expertise in forecasting techniques and statistical modelling.
- Excellent proficiency in Microsoft Excel, including advanced functions and data analysis.
- Problem-solving abilities, with the capacity to analyse complex data sets, create digestible story lines and make sound recommendations.
- Diligent with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Excellent communication skills to effectively collaborate with regional call center operations, retail teams, global resource planning, and other stakeholders.
- Experience using Power BI, Tableau or similar reporting analytics packages
- Previous experience working with Salesforce data or Einstein is ideal but not essential

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**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.**Wellness** - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes 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.

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 they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

Thank you for sharing our global commitment to Children’s Rights.

**Just imagine building your dream career.**

**Then make it real.**

**Join the LEGO**®
** team today.