Test Req_ADV_08212024

Requisition ID: 857389 
Store #: 00F750 LC Clearly F750 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

Founded in 2000, Clearly is on a mission is to eradicate poor vision in the world by 2050 - the world’s largest unaddressed disability. Clearly serves this mission and the community every day by providing the most accessible, affordable, and stylish optical products on the market. Vancouver born and bred, Clearly was the first Canadian retailer to offer eyewear online. We are proud of our dynamic team members who work every day to fulfill our mission, and we celebrate their diverse backgrounds, skills, and perspectives.
Clearly is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses.

GENERAL FUNCTION
The Customer Service Centre is responsible for delivering a world class experience to customers across multiple markets and brands. This person will drive this experience through the Team Managers to our frontline teams.
This will be done through demonstrating exceptional leadership and team working skills. The person will oversee various responsibilities including (but not limited to) managing the leadership and support teams in Customer Service while ensuring operational KPI’s are met (and often exceeded) across a wide range of teams designed to service the business and customers. The ability to lead, delegate and set strong action plans will be crucial towards the success of the business.
“Operational 7 days a week including some holidays from 8:00AM to 10:00PM. This position will require flexibility (sometimes with short notice) based on business needs and operate in multiple time zones”.

MAJOR DUTIES AND RESPONSIBILITIES

• Maintaining operational KPIs which include service levels across all channels and all markets. This will include Voice, Email and Chat with the possibility to new channel additions
• Maintaining performance KPIs which include adherence and quality with a focus on NPS and FCR
• Managing the leadership team within Customer Service (team managers and support functions)
• Monitor performance closely and provide feedback to the various teams ensuring a mutual level of accountability and at times, progressive discipline if needed
• Provide optimization recommendations to your manager that will enhance the site performance, improve processes and above all, the experience of our customers
• Take escalated situations from customers and employees where applicable ensuring reasonable and fair resolution
• Be a stakeholder for colleagues within the business on multiple projects, including change projects, quality and performance
• Developing and coaching your team, to build engagement and a pipeline of future leaders
• Work as part of the Management team including cross department and brand collaboration with all levels of management
• Providing accurate and regular reports on performance
• Being able to deliver presentations confidently and provide the wider business with useful and insightful information when requested and proactively
• Be a champion of change and encourage others to follow your lead.
• Recommending methods of improvement and seeing that actions are implemented on time including milestone measures of success
• Working with WFM and the training teams to ensure we are properly resourced and training needs are met
• Own, manage and maintain budgets and provide accurate and on-time forecasts with a strong focus on driving lean savings
• Leverage LSS methodologies and drive efficiency each year through process optimization and efficiency gains

QUALIFICATIONS

• 5+ years’ experience in a customer service role
• Experience in contact centre management and ability to work well in a team environment.
• Excellent communication skills, both verbal and written

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.