CIC Workforce & BI Manager DACH (f / m / d)

EssilorLuxottica; Grasbrunn; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player seeks a dynamic individual to enhance customer service operations. This role involves supporting performance targets, optimizing resources, and ensuring customer satisfaction through effective communication and operational excellence. You'll collaborate with various stakeholders to forecast market trends and manage scheduling, all while leading initiatives that drive efficiency and improve customer experiences. Join a creative and entrepreneurial team that values individuality and is committed to making a positive impact in the eyewear industry.

Qualifikationen

• Graduate with a relevant business qualification or equivalent.
• Membership in a relevant professional body is desirable.

Aufgaben

• Support the CIC in meeting performance targets and optimizing resource usage.
• Drive sustainable, cost-efficient operations with a focus on customer satisfaction.

Kenntnisse

Customer Service

Operations Management

Forecasting

Performance Metrics

Ausbildung

Graduate with a relevant business qualification

Tools

Workforce Planning Tools

Jobbeschreibung

We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The Company combines expertise in advanced lens technologies and iconic eyewear craftsmanship to create a vertically integrated business that addresses evolving vision needs and a growing industry.

With over 180,000 employees across 150 countries, our team is creative, entrepreneurial, and values individuality. We are committed to vision and enable people to “see more and be more” through innovative designs, lens technologies, and cutting-edge processing methods. Our work impacts millions daily by changing how they see the world.

To strengthen our Customer Services team at the Grasbrunn location, we are seeking a candidate as soon as possible:

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JOB SCOPE AND MAIN RESPONSIBILITIES:

• Support the CIC in meeting performance targets and optimizing resource usage.
• Drive sustainable, cost-efficient operations with a focus on customer satisfaction.

AREAS OF RESPONSIBILITIES AND ACTIVITIES:

CUSTOMER EXPERIENCE

• Understand customer needs and specifics.

BRAND / PRODUCT / SERVICE EXPERTISE & EXPERIENCE

• Communicate effectively about ESSILORLUXOTTICA’s vision, products, services, and sustainability commitments with colleagues and external partners.

SALES

• Report events throughout the year to enhance service and sales, engaging agents with creative initiatives.

OPERATIONS EXCELLENCE

• Perform long- and short-term forecasting.
• Support the CIC Operational Master Plan with forecasting insights.
• Collaborate with stakeholders to forecast the impact of market trends on workload and customer experience over 2-3 years.
• Provide inputs on structural topics like budgeting, recruitment, facilities, and organization.
• Manage capacity planning.

SCHEDULING

• Supervise CIC agents’ work schedules.
• Adjust scheduling to align demand with staff availability.
• Optimize work schedules to improve working conditions, respecting business needs (e.g., shift swaps).

LIVE MONITORING / REAL-TIME MANAGEMENT & TRANSACTIONS ALLOCATION

• Oversee real-time monitoring and management.
• Supervise transaction routing to sites, queues, and staff.
• Monitor performance metrics on a real-time basis.
• Understand key KPIs related to sales and customer experience and incorporate them into daily operations.

REPORTING

• Ensure decision-support reports and dashboards are delivered in collaboration with stakeholders.
• Make performance indicators accessible for coaching and performance improvement.
• Report workload trends, staffing needs, and KPIs to various audiences to inform recommendations.

BUSINESS CONTINUITY & IT SERVICES MANAGEMENT

• Lead the Business Continuity Plan (BCP) and ensure its implementation.
• Provide necessary materials to CIC agents.
• Identify and coordinate resolution of IT or telephony issues.
• Provide first-level troubleshooting and coordinate with IT for escalations.
• Train team leaders and managers on workforce planning tools if needed.

INTERACTION NETWORK:

INTERNAL:

• CIC sites within EssilorLuxottica DACH
• Operations and Supply Chain teams in DACH & Corporate
• Commercial Sales and Marketing teams

EXTERNAL:

• External consultants and software providers

CANDIDATE PROFILE

• Essential: Graduate with a relevant business qualification or equivalent.
• Desirable: Membership in a relevant professional body, such as the Institute of Customer Service.