Requisition ID: 856528
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 Manager-Customer Service (Help Desk) collaborates with all Retail store brands and is an integral part of our store IT operations infastructure. This role has call center responsibility of our store systems support, diagnostics center and development of their direct and indirect employees within the North America Contact Center. The Manager accomplishes department objectives by the promotion and accountability of performance initiatives and goals for their team, managing staff and evaluating associate performance. Impacts decisions of other key functional areas by analyzing and sharing contact center data.
MAJOR DUTIES AND RESPONSIBILITIES
Assists with brand goals by gathering contact volume, ticket trends and drivers, identifying customer trends; choosing a course of action and evaluating outcomes Engages heavily with store brand operations leaders and IT operations to solve urgent issues even outside of standard hours Completes ticket level research and analysis daily and creates presentations of the results for brand meetings. Partners with Senior Zone Directors related to Diagnostics team trends and issue resolution. Evaluate root cause analysis of frequent contact types, and drive change in the organization to minimize these contacts. Provides recommendations to NACC Leadership regarding staffing needs to meet service level metrics. Participates in staffing interviews and selection process Maintains quality service by enforcing quality and customer service standards Partnership with training and business intelligence team to develop tools, reports and methodologies to manage associate performance Responsible for development of supervisors and associates, ensuring ongoing career growth, progression and a solid succession planning Accomplishes staff results within brand(s) by communicating job expectations, coaching, and performance management of associates; oversight of policies, procedures, and productivity standards Accountable for cost effective delivery of committed service level objectives including Onelink improvement recommendations, IVR updates, systems and staffing oversight Develops and implements support plans for overall department operations to meet service level objectives and metrics with responsibility for successful day-to-day operations
BASIC QUALIFICATIONS
Bachelor's degree or equivalent experience 5+ year(s) of proven success in leading, and inspiring teams or individuals Strong analytical and problem solving skills The ability to create strong partnerships across multiple levels of management Demonstrated ability to learn new software and systems Experience with Microsoft Office Suite Excellent presentation skills Strong attention to detail and documentation skills
PREFERRED QUALIFICATIONS
In-depth level of knowledge of all contact center processes and procedures Solid technical background with the ability to relay highly complex technical situations to various audiences Experience with technical help desk support and IT operations
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.