Customer Service Supervisor (Frames)

Port Washington, NY, US, 11050

Requisition ID: 855408 
Position:Full-Time
 

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Wholesale team works with our customers one-on-one, developing professional relationships based on trust and care.

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.

​Pay Range: 60,405.80  - 90,024.80 

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica 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 EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 

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 in the US receive preference in accordance with Tribal Law. 

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