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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

Aufgaben

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

Profil

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 toolsand software
Experience with Corrective Actions and Continuous Improvement process
Experience in an international environment
Budget Management Experience
Fluent in German and English

EssilorLuxottica

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Workforce & Reporting Manager DACH - Customer Service (CIC)