CIC Workforce Manager

Vor 7 Tagen

Grasbrunn, Bayern, Deutschland EssilorLuxottica Vollzeit

Job Scope and Main Responsibilities:

We are seeking a highly skilled CIC Workforce Manager to join our team at EssilorLuxottica. The successful candidate will be responsible for supporting the CIC to successfully meet performance targets and optimize usage of resources.

Main Responsibilities:

  • Drive sustainable and cost-efficient operations with focus on best-in-class customer satisfaction
  • Support the CIC Operational Master Plan through short and long term forecasting insights
  • Provide inputs referring to structural topics such as budget preparation, recruitment, facilities management, and organization
  • Capacity Planning
  • Supervise established CIC agents work schedules
  • Evaluate and adapt scheduling and work practices to minimize the variation between forecasted demand requirements and staff availability
  • Maximize the work schedule for internal resources by implementing processes and practices to ease the working conditions of the CIC agents

Areas of Responsibilities and Related Activities:

Customer Experience:

  • Understands customers and their specific needs

Brand/Product/Service Expertise & Experience:

  • 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

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

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)

Reporting:

  • As the owner of the CIC reporting house, ensures decision support reports and dashboards are released in collaboration with stakeholder teams
  • 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

Network of Interaction:

Internal:

  • CIC sites within EssilorLuxottica DACH
  • Operations and Supply Chain teams in DACH & Corporate
  • Commercial Sales and Marketing teams

External:

  • Consultants occasionally or external software teams

Candidate Profile:

  • Essential: graduate calibre with a relevant qualification in a business related discipline or equivalent
  • Desirable: professional membership of relevant body such as Institute of Customer Service
  • Fluent in German and English

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