Requisition ID: 652841
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 Service Delivery Supervisor has direct responsibility of customer service agents (on and off phone). The Supervisor is primarily focused on the development of their direct employees in support of Call Center KPI delivery and broader brand objectives.The Service Delivery Supervisor accomplishes department objectives through day-to-day management and accountability for consistent delivery on metrics, quality, and external experience measures. The Supervisor champions the cause of customer satisfaction by acting as a subject matter expert, supporting their team, and providing input to strategic and operational management decision-making.
MAJOR DUTIES AND RESPONSIBILITIES
Establishes goals for their team members by gathering pertinent operational, customer based, and business specific information
Identifies trends at the agent and content level, and escalates to the appropriate channel
Maintains quality service by managing to quality and customer service standards
Analyzing and resolves quality and customer service problems
Prepares and discusses NACC associate and department performance weekly or bi-weekly with team members
Partnership with training and business intelligence team to develop tools and methodologies to manage associate performance such as quality monitoring tools, KPI management and performance goals
Develop methodologies for root cause analysis of frequent call types, and drive change in the organization to minimize these calls.
Responsible for development of associates, ensuring ongoing career growth, progression and a solid succession planning
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and performance management of associates; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
Ensure continuous process improvement through analysis, procedural evaluation, and system enhancements
Manages employee teams; recruits, drives engagement, coaches, and develops staff
Facilitates appropriate performance management actions
Partner and input to workforce planning and intra-day activities to ensure appropriate level of occupancy and cost efficiency
Evaluates and provides recommendations to leadership regarding staffing needs to meet service level objectives and metrics
BASIC QUALIFICATIONS
Bachelor's degree or equivalent experience
Experience representing sales and support organizations for designated brand(s)
3+ year(s) of proven success in leading, managing and inspiring teams or individuals
Strong analytical and problem solving skills
Strong ability to form relationships and partnerships across multiple levels of management
Strong negotiation skills
Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook)
Ability to learn new software and systems
PREFERRED QUALIFICATIONS
5+ years in a high volume contact center, addressing customer questions or resolving customer issues
Proven ability to successfully negotiate support processes, support tool requirements, services, and offerings
In-depth level of knowledge of all contact center processes and procedures
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.
