Scheduling Specialist

Job Description

Scheduling Specialist (Tempe)

* Please note that this job advert may be temporarily paused to account for high volumes of applications and allow for thorough application reviews. *

Start Date: Early April 2026

We’re looking for an energized and insightful Scheduling Specialist to support the workforce planning of the Consumer Engagement Center!

The Scheduling Specialist will help build out the daily schedules of our Customer Service Agents, based at our Consumer Engagement Center. Our agents handle over 3 million queries each year across 6 global contact centers from LEGO fans in over 22 different countries.

What You’ll Do:

· Analyze contact center trends, including call volume, call patterns, staff productivity and resource allocation.

· Build staffing and scheduling plans to meet the business unit objectives using Calabrio for multi-skilled advisors, working on multiple channels in various locations.

· Monitor and action global operations requests such as meetings, training, absence information and skill changes within agreed service standards.

· Support the understanding of business performance through identification of trends/issues and contributing to daily and weekly business performance meetings through the provision of relevant information, reports and actions.

· Continually seek opportunities to optimize processes and maximize self-service opportunities through effective utilization of available technologies.

· Bring the LEGO values and ways of working to life whilst working as cohesive distributed team with continuous focus on collaboration and communication.

Play your part in our team succeeding

The LEGO Consumer & Shopper Engagement (CSE) aims to deliver world class service by engaging with consumers in a way that lives up to the expectations of the LEGO brand! We benchmark ourselves against other premium brands whilst actively playing a part in deepening the level of engagement each consumer has with the LEGO Group.

Resource Planning assists CSE 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 and employee satisfaction.

The Scheduling Specialist works collaboratively with operations and support teams to achieve the right balance between scheduling of advisor workday and activities, and service delivery to consumers whilst maximizing employee satisfaction opportunities.

Do you have what it takes?

· Experience with scheduling software like Calabrio, and familiarity with AI applications in contact center technologies.

· Attention to detail and the ability to multitask in a fast-paced environment.

· Problem solving and analytical skills.

· Critical thinking with a continuous improvement approach and results orientated.

· Flexible and able to respond to changing priorities and environments, managing multiple tasks efficiently.

· Excellent interpersonal skills with a focus on teamwork and effective communication across global teams.

· Clear understanding and appreciation for advisor needs and challenges while contact handling.

· Display the Leadership Playground behaviours (Curious, Focused, Brave).

Compensation

The salary for this position has a range of $49,576.00 - $74,364.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.

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.

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 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.