Specialist Customer Service (Workforce Management- RTA)

Requisition ID: 867718 
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

As a member of the Workforce Management Team the Specialist Workforce Planning (Real Time Adherence) has the function of Intra Day Performance Management in real time and execution of the plan provided by the Workforce Analyst. The Customer Service Specialist also ensures there is adequate and appropriate response & communication to leadership for all service affecting alerts. The person in this role works collaboratively with the Workforce Analyst under the supervision of the Manager of Workforce Planning.

MAJOR DUTIES AND RESPONSIBILITIES 

• Monitor Key Performance Indicators through active utilization of Workforce Management tools.
• Real time monitoring of all Intra Day performance models ensuring actual staff are aligned with predetermined forecasts and schedules provided by the Workforce Analyst. 
• In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk) 
• Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA)
• Ensure consistent communication regarding demand or staff anomalies
• Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s)
• Performs other duties as required

BASIC QUALIFICATIONS

• High School Diploma
• Minimum of 1 year call center experience
• Knowledgeable of contact center metrics, processes, and key performance indicators 
• Strong organizational
• Analytical aptitude 
• Strong Excel skills 
• Excellent verbal and written communications skills 
• Ability to work with minimal guidance in a time critical environment 
• Ability to work a flexible schedule, including weekends

PREFERRED QUALIFICATIONS

• Associate’s degree or equivalent experience 
• Prior experience in a workforce management role
• Exposure to workforce management software & processes

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.