LEGO Systems, Inc. Contact Center Team Leader/Manager in Enfield, Connecticut
Contact Center Team Leader/Manager
Location USA, Enfield
Posted Date 09/19/2018
Job ID US7948
Category Customer Service
Do you have a passion for Customer Services and providing world class consumer service?
Looking for an opportunity to lead a successful Consumer Service team?
LEGO® is looking Team Leader – Level 2 Support
To lead teams that support all LEGO sales and brand experiences, handling all multi-channel contacts in a way that lives up to the expectations of the LEGO brand at a cost that benchmarks with other premium brands. The global Consumer Service team is here to support all LEGO sales and brand experiences with world class consumer service, handling all multi-channel contacts in a way that lives up to the expectations of the LEGO brand at a cost that benchmarks with other premium brands. We are part of a global team operating from 3 contact centers (UK, USA, Singapore/Korea).
oConsumer Service key focus areas are:
oAct as front line guardians of consumer/shopper experience and brand reputation
oTo actively play a part in deepening the level of engagement each consumer has with the LEGO brand
oBroadcast the voice of the consumer around the company
oCreate value for money by continuously improving efficiency and increasing the % of self service contacts year on year.
The Team Leader – Level 2 Support will lead, manage and engage a team of Level 2 Support Advisors and Operations Support Specialists.
This role will collaborate closely with their global counterpart to drive consistency within this virtual global team in all aspects of level 2 support.
They are accountable for the accurate logging and subsequent feedback of trends and ‘knowledge’ to, Team Leaders, Training, Systems, Processes and external stakeholders in quality and PMD.
Manage and improve Level 2 support team KPI’s to ensure that they ultimately deliver NPS, Service Level and Productivity benefits to the overall operation.
The challenge of this role is to ensure that whilst leading the team, relevant focus is placed on collaborating with team leaders and stakeholders.
Your specific tasks include:
oLeading, motivating and engaging your teams by creating a culture of openness and transparency.
oLeading by example through demonstrating the LEGO Values in every interaction you have.
oUtilizing formal and informal coaching using both directive and non-directive feedback to continually
drive team performance and consumer experience.
oHaving open and constructive dialogue with your team to review performance, create and follow up on actions
plans for all team members.
oCarrying out engaging daily huddles and regular team meetings to keep your team informed on day to day
performance and goals of the department/wider business.
oHandling escalated consumer calls that are beyond the scope of advisors/Tier 2 to resolve with a high level of
oProactively producing recommendations to the Operations Management team on CI opportunities that will
affect our 3 contact center locations.
oProactively engaging with stakeholders e.g training, PMD, Quality to represent consumer services on
Do you have what it takes?
-Customer Focused and Consumer Driven
-Contact center system knowledge (CRM/BCM/SAP)
oUniversity degree or equivalent job experience would be preferred.
oMust have experience as a Team Leader within the LEGO Group.
oMust be able to provide examples of strong collaboration skills ideally across different functions and locations.
oMust have strong mindset and be able to share information that could be complicated in a simple way.
oMust be able to work with ambiguous situations and paint a clear picture to your team and or stakeholders.
oA solid understanding of CRM and contact management systems; SAP knowledge would be a great advantage
oOpenness to potential domestic and international travel less than 4 times per year
Bringing it to life
This is not an ‘ordinary’ contact center: 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.
LEGO Group Values
In Consumer Service we have taken the LEGO Values of Imagination, Creativity, Fun, Learning, Caring and Quality and translated these into contact values of FRKE: Fun, Reliable, Knowledge and Engaging. FRKE behavior should be at the heart of every interaction with our consumers.
We have a Fun tone in our conversations with consumers regardless of channel, we are Reliable through being there to support our consumer with whatever question they have, and providing a resolution first time every time and we provide a Knowledgeable and Engaging resolution to the consumer request.
We live and breathe these values every day.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Online Application Accessibility Statement - 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 860-763-7777, Option 4 (for TTY, dial 711) or RS_US@LEGO.com. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.