Aktuelle Jobs im Zusammenhang mit CIC Resource Management Specialist - Grasbrunn, Bayern - EssilorLuxottica Group
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CIC Project Manager DACH Position
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Grasbrunn, Bayern, Deutschland EssilorLuxottica VollzeitJob Title: Head of Customer Service OperationsWe are seeking a highly skilled and experienced professional to lead our Customer Service Operations team at our Grasbrunn location. As Head of Customer Service Operations, you will be responsible for driving sustainable and cost-efficient operations, ensuring best-in-class customer satisfaction, and supporting...
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Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitJob DescriptionAbout the RoleWe are seeking a highly skilled Project Manager to join our Customer Service team at EssilorLuxottica Group. As a Project Manager, you will be responsible for the efficient and effective delivery of strategic Customer Service projects.Key ResponsibilitiesManage cross-functional project teams to achieve project-defined key success...
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Operations Manager DACH
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Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitJob DescriptionAbout the RoleWe are seeking a highly skilled Project Manager to join our Customer Service team at EssilorLuxottica Group. As a Project Manager, you will be responsible for the efficient and effective delivery of strategic Customer Service projects.Key ResponsibilitiesManage cross-functional project teams to achieve project-defined key success...
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Project Manager DACH
vor 4 Wochen
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear...
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Project Manager DACH
vor 4 Wochen
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear...
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Customer Service Project Manager
vor 2 Monaten
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitJob DescriptionAbout the RoleWe are seeking a highly skilled Project Manager to join our Customer Service team at EssilorLuxottica Group. As a Project Manager, you will be responsible for the efficient and effective delivery of strategic Customer Service projects.Key ResponsibilitiesManage cross-functional project teams to achieve project-defined key success...
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Customer Service Project Manager
vor 2 Monaten
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitJob DescriptionAbout the RoleWe are seeking a highly skilled Project Manager to join our Customer Service team at EssilorLuxottica Group. As a Project Manager, you will be responsible for the efficient and effective delivery of strategic Customer Service projects.Key ResponsibilitiesManage cross-functional project teams to achieve project-defined key success...
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Project Manager DACH
vor 3 Wochen
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear...
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Project Manager DACH
vor 3 Wochen
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear...
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Workforce and Reporting Manager DACH
vor 3 Wochen
Grasbrunn, Bayern, Deutschland EssilorLuxottica Group VollzeitAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear...
CIC Resource Management Specialist
vor 2 Monaten
ABOUT ESSILORLUXOTTICA
EssilorLuxottica stands as a premier global entity in the design, production, and distribution of eyewear products, including ophthalmic lenses, frames, and sunglasses. The organization merges the expertise of two trailblazers in the industry—one specializing in advanced lens technology and the other in the artistry of iconic eyewear—creating a uniquely integrated business model that addresses the evolving vision needs of the world and the increasing demand in the eyewear sector.
With a workforce exceeding 180,000 across 150 countries, our team members are innovative, entrepreneurial, and recognized for their distinct viewpoints and individuality. Our commitment to vision empowers individuals to 'see more and be more' through our cutting-edge designs, superior lens technologies, and advanced processing methods. Daily, we transform the lives of millions by enhancing the way they perceive the world.
POSITION OVERVIEW:
We are currently seeking a dedicated professional to join our Customer Services team in the DACH region, focusing on the following key responsibilities:
PRIMARY RESPONSIBILITIES:
- Assist the Customer Interaction Center (CIC) in achieving performance objectives and optimizing resource utilization.
- Promote sustainable and cost-effective operations with an emphasis on delivering exceptional customer satisfaction.
KEY AREAS OF FOCUS:
CUSTOMER EXPERIENCE:
- Gain insights into customer needs and preferences.
PRODUCT AND SERVICE EXPERTISE:
- Engage confidently in discussions with colleagues and external partners regarding EssilorLuxottica's business vision, product offerings, and sustainability initiatives.
SALES SUPPORT:
- Document events throughout the year to enhance service and sales while keeping agents motivated through creative engagement activities.
OPERATIONAL EXCELLENCE:
- Conduct long- and short-term forecasting.
- Support the CIC Operational Master Plan with insights from forecasting.
- Collaborate with relevant stakeholders to predict how market trends will influence CIC workload and customer experience over a 2-3 year horizon.
- Provide input on structural matters such as budget preparation, recruitment, and facilities management.
- Oversee capacity planning.
SCHEDULING:
- Manage the work schedules of CIC agents.
- Assess and adjust scheduling practices to align forecasted demand with staff availability.
- Optimize internal resource scheduling while ensuring favorable working conditions for CIC agents.
REAL-TIME MANAGEMENT:
- Oversee live monitoring and real-time management operations.
- Manage the allocation of transactions to specific sites and staff.
- Continuously monitor network and site-level performance.
- Integrate key sales and customer experience metrics into daily operations.
REPORTING:
- Own the CIC reporting framework, ensuring timely release of decision support reports and dashboards in collaboration with stakeholders.
- Make performance indicators accessible to Team Leaders for employee coaching.
- Report on workload trends, staffing needs, and key performance outcomes to various audiences.
BUSINESS CONTINUITY:
- Play a crucial role in implementing the Business Continuity Plan (BCP) with relevant stakeholders.
- Ensure all necessary materials are provided to CIC agents.
- Identify and address IT or telephony issues, coordinating with IT to minimize customer impact.
- Provide first-level support for telephony operations and troubleshoot issues.
- Train team leaders and managers on workforce planning tools as needed.
NETWORK OF INTERACTION:
INTERNAL:
- CIC sites within EssilorLuxottica DACH
- Operations and Supply Chain teams in DACH & Corporate
- Commercial Sales and Marketing teams
EXTERNAL:
- Occasional interaction with consultants or external software teams
CANDIDATE PROFILE:
- Essential: Graduate-level education in a business-related field or equivalent experience.
- Desirable: Professional membership in a relevant organization, such as the Institute of Customer Service.
- Fluency in both German and English is required.
