Manager- Customer Service (Global Site Performance)

Requisition ID: 868626 
Position:Full-Time

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.

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

GENERAL FUNCTION

The Customer Service Manager, Global Site Performance will oversee the daily operations of the Global Contact Centers supporting the North American Contact Center. Key responsibilities include remote call monitoring, creating presentations, and leading meetings with both internal teams and external partners. In this role, you will identify areas for improvement, assess potential impact, and collaborate with essential stakeholders such as Quality, Training, and Technology to develop actionable plans aimed at enhancing key performance indicators (KPIs). You will also support the implementation of process changes, monitor their effectiveness, and communicate the results to leadership. This position will be dedicated to delivering outstanding call center performance that not only meets but exceeds the expectations of members, customers, and providers, aligning with corporate objectives and establishing EssilorLuxottica’s customer service as a benchmark for excellence.

MAJOR DUTIES AND RESPONSIBILITIES

• Oversee global site performance operations including China, Brazil, Philippines, and Ecco.
• Monitor and ensure compliance of established EssilorLuxottica Operations processes.
• Effectively communicate any impacts to all internal CS brand owners while also ensuring escalation of any site level brand or IT needs.
• Collaborate with various business units to understand their needs and provide centralized solutions.
• Point of contact for mentorship, guidance, and resolution of site level issues or needs.
• Defines KPI recovery and mitigation strategy with cooperation from key contacts at all supporting sites.
• Deep dive inefficiencies; drive improvement through scalable mechanisms.
• Successfully monitors and tracks overall site performance.
• Manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
• Ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability.
• Ensure service delivery of KPIs, quality, and performance metrics at agent and site level.
• Provide guidance for all sites to properly identifying, communicate, escalate, and resolve performance issues.

BASIC QUALIFICATIONS

• Bachelor’s degree or five years of vendor management experience or equivalent combination of education and experience
• 5+ years of customer care experience
• 2+ years of Supervisory experience
• Demonstrated ability to resolve complex issues
• High degree of ethics, integrity, and confidentiality
• Strong business judgment, leadership and integrity, tenacious decision maker
• Excellent prioritization, preparation, organization, and detail management skills
• Excellent verbal and written communication skills
• Ability to quickly identify obstacles & develop solutions
• Proficiency in Microsoft Excel, PowerPoint, and Word
• Strategic, independent and progressive thinker

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Business, Analytics, or relevant field
• 3+ years of experience in a call center
• 5+ years of work experience vendor management

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.