Workforce & Reporting Manager DACH - Customer Service (CIC)

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

To strengthen our Customer Services team at the Grasbrunn location we are seeking the following as early as possible:  

Workforce & Reporting Manager DACH – Customer Service (CIC)

JOB SCOPE AND MAIN RESPONSIBILITIES:

• Support the Customer Service (CIC) to successfully meet performance targets and optimize usage of resources
• Drive sustainable and cost-efficient operations with focus on best-in-class customer satisfaction

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

CUSTOMER EXPERIENCE

• Understands customers and their specific needs
• Is at ease to handle conversations with colleagues, peers, and external partners re ESSILORLUXOTTICA business vision, products, services, and Sustainability commitments.

SALES

• Report events through year end to drive service and sales, while keeping agents engaged through creative activities to support initiatives.

OPERATIONS EXCELLENCE

• Long- and short-term forecasting
• Supports the CIC Operational Master Plan through short and long term forecasting insights
• With the relevant functional stakeholders, jointly forecasts how market trends and patterns will impact the CIC workload and the Customer Experience subsequently (CRM, Marketing, Finance, Supply Chain, etc.), with a 2-3 years outlook
• Provides inputs referring to structural topics (ie. Budget preparation, recruitment, facilities management, organization)
• Capacity Planning

SCHEDULING

• Supervises established CIC agents work schedules
• Evaluates and adapts scheduling and work practices to minimize the variation between forecasted demand requirements and staff availability
• Maximizes the work schedule for internal resources by implementing processes and practices to ease the working conditions of the CIC agents, in full respect of the business stakes (ex: shift swap process between CIC Agents)

LIVE MONITORING / REAL TIME MANAGEMENT & TRANSACTIONS ALLOCATION

• Supervises the live monitoring and real-time management
• Supervises the allocation and transactions routing to specific sites, queues and staff
• Monitors overall network and site-level performance on a real-time basis (shared queues environment)
• Understands the main Sales and Customer Experience KPIs and embeds them in the daily business

REPORTING

• As the owner of the CIC reporting house, ensures decision support reports and dashboards are released in collaboration with stakeholder teams
• Makes CIC Agent’s performance indicators available, allowing Team Leaders to coach employees to continuously strive for higher performance
• Reports adapted figures including workload trends, staffing requirements and key performance results to the different audiences (CIC Agents, TeamLeaders, Local business managers and EMEA team) to build recommendations

BUSINESS CONTINUITY & MANAGING IT SERVICES

• Is a main player in the release of the Business Continuity Plan (BCP) and ensures business continuity through the BCP implementation with relevant stakeholders
• Ensures all materials required are provided to CIC agents (e.g. hardware, phones, headsets)
• Identifies and collects IT or telephony dysfunctions and coordinates system backup/outages with IT to minimize customer impact
• Solves at a first level (telephony assistance to operations and troubleshooting telephony problems) and acts as interface and follows up solving for next level
• Trains, if needed, team leaders, managers and trainers on the use of workforce planning tools

CANDIDATE PROFILE:

• High School diploma or GED or University degree or equivalent in commercial or business studies
• Desirable: professional membership of relevant body such as Institute of Customer Service
• Qualifications in CIC and or IT environment related to telephony, scheduling
• and/or contact flow-management would be advantage
• minimum 2-5 years management experience in Customer service & Sales, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)
• minimum 2 years management experience on team leader role - managing CIC operations in workforce or reporting/analytical roles
• Previous coaching / training experience
• Project Management Experience
• Experience in multi-task and fast-paced environment, using multiple digital tools and software
• Experience with Corrective Actions and Continuous Improvement process
• Experience in an international environment
• Budget Management Experience
• Fluent in German and English

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