Requisition ID: 768114
Position: Full-Time
Total Rewards: Benefits/Incentive Information (https://jobs.luxottica.com/content/Benefits-and-Perks/?locale=en_US)
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.
Supporting over 4,500 retail stores in North America, a career in our retail headquarters allows us to stay in touch with the end customer and use their ever-changing behaviors and preferences to shape our offerings of the best eyewear and services.
GENERAL FUNCTION
The Workforce Management Analyst creates, implements, and maintains workforce management in the Luxottica Service Center. This includes forecasting and staffing analysis, schedules, audits, PTO/Schedule bids, trending analysis, and comparison of actuals against forecasts. The use of data analysis tools and software, including call center software technology are required. The Analyst incorporates multiple data points, trends, and various operational requirements (i.e. Service Level) into workforce management analyses. The Analyst prepares and presents information to Operations leaders.
MAJOR DUTIES AND RESPONSIBILITIES
Forecasts and performs staffing analysis.
Creates and distributes forecast-driven work schedules for multiple areas of the call center.
Manages and maintains PTO tracking/data for various functional areas.
Administers/Assists with maintenance of user profiles in various data repositories.
Satisfies ad hoc analysis requests to support current call center activities.
Provides occasional call center hardware and software troubleshooting and support.
Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement.
Assists with Work At Home Agent support, as required.
BASIC QUALIFICATIONS
Bachelor's degree or equivalent experience
2+ years analytical experience
Data analysis experience
Technical skills
Ability to perform extensive data entry accurately and quickly
Working knowledge of data analysis and manipulation tools - Microsoft Excel
Understanding of call center operations and customer service environment
Understanding of call center phone systems and related software (i.e. Interactive Intelligence, Ceridian, Remedy, RightNow)
Excellent written and oral communication skills
Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models
Demonstrated analytical and problem solving skills
Strong organization skills with attention to detail and accuracy
General knowledge of call center industry practices
Ability to manage multiple tasks simultaneously
Flexible and be willing to work extended business hours when needed to satisfy business deadlines.
Available to provide after - hours support when necessary to minimize service interruptions
PREFERRED QUALIFICATIONS
Call Center / Customer Service experience
2+ years of experience in call center workforce management
Knowledge of Microsoft Access, Erlang C, ODBC
Experience with scheduling/workforce management applications (i.e. Optimizer, Blue Pumpkin, IEX, Verint, Pipkins)
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.
