Customer Service Supervisor

EssilorLuxottica; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica in Dallas, TX is seeking a Service Delivery Supervisor to directly manage customer service agents on and off the phone. You will drive KPI performance, coach employees, and align daily activities with brand objectives to ensure a superior customer experience.

Collaborate with training and BI teams to develop tools, monitor quality, and implement process improvements. The role requires a Bachelor’s degree and 3+ years of leadership in a high-volume environment.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading and inspiring teams.
• Strong analytical and problem solving skills.
• Ability to form relationships across management levels.
• Proficiency with Microsoft Office.

Responsibilities

• Set team goals using operational and business data.
• Identify trends and escalate as needed.
• Maintain service quality to standards.
• Analyze and resolve service problems.
• Monitor and discuss performance with staff.
• Partner with training and BI to manage performance.
• Drive root-cause analysis of frequent call types.
• Support career growth and succession planning.
• Support workforce planning for occupancy and cost efficiency.

Skills

Team leadership

Analytical thinking

Relationship building

Negotiation skills

Adaptability

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Job description

Requisition ID: 937901

Store #: E00892 Ops - Customer Svc - Admin FIELD

Position: Full-Time

Total Rewards: Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

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 Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

Job Description

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

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.

• health care
• retirement savings
• paid time off/vacation
• various employee discounts

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [e-mail] .

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.