Workforce Management Specialist

MAJOR DUTIES AND RESPONSIBILITIES

• Monitor Key Performance Indicators through active utilization of Workforce Management tools.
• Real time monitoring of all Intra Day performance models ensuring actual staff is aligned with predetermined forecasts and schedules provided by the Workforce Analyst.
• In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk
• Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA)
• Ensure consistent communication regarding demand or staff anomalies
• Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s)
• Performs other duties as required

• High School Diploma
• Minimum of 1 year call center experience
• Knowledgeable of contact center metrics, processes, and key performance indicators
• Strong organizational skills
• Analytical aptitude
• Excellent verbal and written communications skills
• Ability to work with minimal guidance in a time critical environment

• Associate’s degree or equivalent experience
• Prior experience in a workforce management role
• Exposure to workforce management software and processes

This posting is for an existing vacancy within our business. 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. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. 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.