What are the responsibilities and job description for the Workforce Management Analyst (Planning) position at EssilorLuxottica Group?
Requisition ID : 868729
Position : Full-Time
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
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 EssilorLuxottica 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.
GENERAL FUNCTION
The Workforce Management Analyst creates, implements, and maintains workforce management in the Luxottica Service Center. This includes forecasting and staffing analysis, schedules, audits, PTO / Schedule bids, trending analysis, and comparison of actuals against forecasts. The use of data analysis tools and software, including call center software technology are required. The Analyst incorporates multiple data points, trends, and various operational requirements (i.e. Service Level) into workforce management analyses. The Analyst prepares and presents information to Operations leaders.
MAJOR DUTIES AND RESPONSIBILITIES
Forecasts and performs staffing analysis.
Creates and distributes forecast-driven work schedules for multiple areas of the call center.
Manages and maintains PTO tracking / data for various functional areas.
Administers / Assists with maintenance of user profiles in various data repositories.
Satisfies ad hoc analysis requests to support current call center activities.
Provides occasional call center hardware and software troubleshooting and support.
Ensures continuous improvement of call center / workforce management processes through timely problem identification, effective resolution, and process enhancement.
Assists with Work At Home Agent support, as required.
BASIC QUALIFICATIONS
Bachelor’s degree or equivalent experience
2 years analytical experience
Data analysis experience
Technical skills
Ability to perform extensive data entry accurately and quickly
Working knowledge of data analysis and manipulation tools - Microsoft Excel
Understanding of call center operations and customer service environment
Understanding of call center phone systems and related software (i.e. Interactive Intelligence, Ceridian, Remedy, RightNow)
Excellent written and oral communication skills
Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models
Demonstrated analytical and problem solving skills
Strong organization skills with attention to detail and accuracy
General knowledge of call center industry practices
Ability to manage multiple tasks simultaneously
Flexible and be willing to work extended business hours when needed to satisfy business deadlines.
Available to provide after – hours support when necessary to minimize service interruptions
PREFERRED QUALIFICATIONS
Call Center / Customer Service experience
2 years of experience in call center workforce management
Knowledge of Microsoft Access, Erlang C, ODBC
Experience with scheduling / workforce management applications (i.e. Optimizer, Blue Pumpkin, IEX, Verint, Pipkins)
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.
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.
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.
