Requisition ID: 81642
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 7,200 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, Target Optical and Sears 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.
The Sr. Manager, Customer Service is responsible for leading multiple eCommerce brands of direct and indirect employees within the North America Contact Center. This key leader accomplishes department objectives by the promotion and accountability of sales initiatives and goals across multiple brands, managing staff development; planning and evaluating each departments performance. Champions the cause of customer satisfaction by feeding customer requirements and strategic customer data to other areas of the company to persuade and impact decisions. Works with each brand, logistics, IT, and other key functional areas to analyze the impact of new initiatives and resources to support initiatives and customers.
MAJOR DUTIES AND RESPONSIBILITIES
Establishes strategic goals for each eCommerce brand by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes
Maintains quality service by enforcing quality and customer service standards
Active in the recruiting, training, development, and performance management of eCommerce associate
Define consistent sales incentive structure for each eCommerce brand and provide monthly updates to brand and associates to goals and productivity results
Track and trend telesales volume compared to overall brand revenue for each brand and provide insights in to sales improvements in telesales and overall brand
Partnership with training and business intelligence team to develop tools and methodologies to manage associate performance
Develop processes and systems consistent with departmental and eCommerce brand 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 direct reports, ensuring ongoing career growth, progression and a solid succession planning
Accomplishes staff results across all eCommerce brands 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
Accountable for cost effective delivery of committed service level objectives including website improvement recommendations, IVR updates, systems and staffing oversight
Partner to develop successful yearly forecasts for staffing & budgetary needs
Bachelors degree or equivalent experience required
7-10 years of experience in Call Center environment
5+ year(s) of proven success in leading, managing and inspiring teams or individuals
Experience representing sales and support organizations for designated brand(s)
Strong oral and written communication skills
Leadership and management skills
Strong analytical and decision making skills
Strong organizational skills
Familiarity with core applications used to support Contact Center
Managed Vision Care or Managed Health Care Organizational knowledge
Knowledge of key expense drivers in a call center environment
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 contact Talent Luxottica at outside of US) or email
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity or expression, citizenship, 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.
Call Center & Customer Service