Bilingual Customer Service Supervisor

Requisition  Store #: 111012 Ops & Service Excellence - OH CSC 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, Lens Crafters, and Target Optical, and leading e-commerce platforms.
Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the Essilor Luxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.
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 Linked In!

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…