Specialist- Workforce Management

Dallas, TX, US, 75234

Requisition ID: 865974 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

EssilorLuxottica 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.

EssilorLuxottica’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

As a member of the Workforce Management Team, the Specialist Workforce Planning (Real Time Adherence) has the function of Intra Day Performance Management in real time and execution of the plan provided by the Workforce Analyst. The Customer Service Specialist also ensures there is adequate and appropriate response & communication to leadership for all service affecting alerts. The person in this role works collaboratively with the Workforce Analyst under the supervision of the Sr Manager of Workforce Planning. 

MAJOR DUTIES AND RESPONSIBILITIES

• Monitor Key Performance Indicators through active utilization of Workforce Management tools. 
• Real time monitoring of all Intra Day performance models ensuring actual staff is aligned with predetermined forecasts and schedules provided by the Workforce Analyst.  
• In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk).
• Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA).
• Ensure consistent communication regarding demand or staff anomalies. 
• Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s).
• Performs other duties as required.

BASIC QUALIFICATIONS

• High School Diploma 
• Minimum of 1 year call center experience 
• Knowledgeable of contact center metrics, processes, and key performance indicators  
• Strong organizational 
• Analytical aptitude  
• Strong Excel skills  
• Excellent verbal and written communications skills  
• Ability to work with minimal guidance in a time critical environment  
• Ability to work a flexible schedule, including weekends 

PREFERRED QUALIFICATIONS

• Associate’s degree or equivalent experience  
• Prior experience in a workforce management role
• Exposure to workforce management software & processes

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.