Requisition ID: 731461
Position:Full-Time
Total Rewards: Benefits/Incentive Information

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

GENERAL FUNCTION

The Customer Service Supervisor leads and develops a team of customer service agents to ensure the highest level of service and support is provided at all times. The Customer Service Supervisor is directly responsible for their team of agents and may act as the sole leader responsible for the direction and supervision of North America call center operations for Luxottica Wholesale North America Customer Service.

MAJOR DUTIES AND RESPONSIBILITIES

• Supervises 20 - 25 Customer Service agents handling contacts received via telephone, email or Chat channels with varying work schedules.
• Analyzes call center statistics through reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics.
• Responsible to monitor agent productivity in accordance to call center metrics
• Directs the activities of agents to maintain and improve customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution.
• Is responsible for coaching and developing direct reports
• Proactively manage productivity and performance of all agents reporting to them including assisting agents with any questions or guidance requested, coaching and developing agents, tracking agent performance and coaching to any gaps, and partnering with HR as needed.
• Monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution.
• Works closely with the agents to promptly address and resolve customer issues/problems that have been escalated and require immediate attention
• Responsible to monitor attendance in accordance with our attendance policy
• Responsible to ensure that quality standards are maintained
• Special assignments and other duties as assigned

BASIC QUALIFICATIONS

• Bachelor’s Degree and/or equivalent combination of education and/or experience 2+ years of experience in call center leadership
• Experience with contact center technologies, including SAP and SAP CRM
• Strong project and time management skills
• Excellent written/verbal communications and interpersonal skills
• Excellent Microsoft Office skills (Microsoft Word, Excel, PowerPoint)
• Excellent communication skills, both verbal and written
• Strong interpersonal skills and ability to interact well with all employee levels and customers.
• Strong presentation skills
• Ability to work in a fast-paced environment.

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner).

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans receive preference in accordance with Tribal Law.