Workforce and Reporting Manager DACH

vor 3 Wochen

Grasbrunn, Bayern, Deutschland EssilorLuxottica Group Vollzeit
Job Title: Workforce & Reporting Manager DACH - Customer Service

We are seeking a highly skilled Workforce & Reporting Manager to join our Customer Service team at the Grasbrunn location. As a key member of our team, you will be responsible for driving sustainable and cost-efficient operations, while ensuring best-in-class customer satisfaction.

Key Responsibilities:
  • Support the Customer Service team to meet performance targets and optimize resource usage
  • Drive sustainable operations with a focus on customer satisfaction
Areas of Responsibility:Customer Experience:
  • Understand customer needs and preferences
  • Develop strong relationships with colleagues, peers, and external partners to promote EssilorLuxottica's business vision, products, and services
Sales:
  • Report sales and service metrics to drive business growth
  • Engage agents through creative activities to support sales initiatives
Operations Excellence:
  • Develop and implement long-term forecasting and capacity planning strategies
  • Support the Customer Service Operational Master Plan through forecasting insights
  • Collaborate with stakeholders to forecast market trends and patterns impacting the Customer Service workload and customer experience
  • Provide inputs on structural topics, including budget preparation, recruitment, and facilities management
Scheduling:
  • Supervise and optimize CIC agent work schedules
  • Evaluate and adapt scheduling and work practices to minimize variation between forecasted demand and staff availability
Live Monitoring and Real-Time Management:
  • Supervise live monitoring and real-time management of customer interactions
  • Allocate and route transactions to specific sites, queues, and staff
  • Monitor network and site-level performance in real-time
Reporting:
  • Develop and maintain decision support reports and dashboards
  • Make CIC agent performance indicators available for coaching and development
  • Report adapted figures, including workload trends, staffing requirements, and key performance results
Business Continuity and IT Services:
  • Develop and implement the Business Continuity Plan (BCP) with relevant stakeholders
  • Ensure business continuity through BCP implementation
  • Identify and resolve IT or telephony dysfunctions to minimize customer impact
Candidate Profile:
  • High School diploma or equivalent in commercial or business studies
  • Desirable: professional membership of relevant bodies, such as the Institute of Customer Service
  • Qualifications in CIC and/or IT environments related to telephony, scheduling, and/or contact flow-management would be advantageous
  • Minimum 2-5 years of management experience in Customer Service & Sales, with a focus on customer-centricity, products, services, contracts, payment terms, and delivery
  • Minimum 2 years of management experience in a team leader role, managing CIC operations in workforce or reporting/analytical roles
  • Previous coaching/training experience
  • Project Management Experience
  • Experience in multi-tasking and fast-paced environments, using multiple digital tools and software
  • Experience with Corrective Actions and Continuous Improvement processes
  • Experience in an international environment
  • Budget Management Experience
  • Fluent in German and English

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