Bilingual Customer Service Supervisor

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.

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.

• 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

• 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
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS‑Project, Access & Outlook)
• Ability to learn new software and systems

• 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…