Workforce & Reporting Manager DACH - Customer Interaction Center (CIC) - Operations Excellence

vor 2 Wochen

Grasbrunn, Bayern, Deutschland EssilorLuxottica Group Vollzeit
About EssilorLuxottica Group

We 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 industry.

Job Scope and Main Responsibilities

The Workforce & Reporting Manager DACH - Customer Interaction Center (CIC) will be responsible for:

  • Supporting the Customer Interaction Center (CIC) to successfully meet performance targets and optimize usage of resources
  • Driving sustainable and cost-efficient operations with a focus on best-in-class customer satisfaction
Key Areas of Responsibility

The successful candidate will be responsible for:

  • Customer Experience
    • Understanding customers and their specific needs
    • Handling conversations with colleagues, peers, and external partners regarding EssilorLuxottica business vision, products, services, and sustainability commitments
  • Sales
    • Reporting events to drive service and sales, while keeping agents engaged through creative activities to support initiatives
  • Operations Excellence
    • Long- and short-term forecasting
    • Supporting the CIC Operational Master Plan through short and long-term forecasting insights
    • Forecasting market trends and patterns to impact the CIC workload and customer experience
    • Providing inputs on structural topics, such as budget preparation, recruitment, facilities management, and organization
    • Capacity planning
  • Scheduling
    • Supervising established CIC agents' work schedules
    • Evaluating and adapting scheduling and work practices to minimize variation between forecasted demand requirements and staff availability
    • Maximizing work schedules for internal resources by implementing processes and practices to ease working conditions for CIC agents
  • Live Monitoring / Real-Time Management & Transactions Allocation
    • Supervising live monitoring and real-time management
    • Supervising allocation and transactions routing to specific sites, queues, and staff
    • Monitoring overall network and site-level performance on a real-time basis
    • Understanding main Sales and Customer Experience KPIs and embedding them in daily business
  • Reporting
    • Ensuring decision support reports and dashboards are released in collaboration with stakeholder teams
    • Making CIC agents' performance indicators available to Team Leaders to coach employees to strive for higher performance
    • Reporting adapted figures, including workload trends, staffing requirements, and key performance results to different audiences
  • Business Continuity & Managing IT Services
    • Being a main player in the release of the Business Continuity Plan (BCP) and ensuring business continuity through BCP implementation with relevant stakeholders
    • Ensuring all materials required are provided to CIC agents
    • Identifying and collecting IT or telephony dysfunctions and coordinating system backup/outages with IT to minimize customer impact
    • Solving at a first level and acting as an interface and following up solving for next level
    • Training team leaders, managers, and trainers on the use of workforce planning tools

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