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Analyst (Workforce Management)

Date:  Jul 16, 2021
Brand:  Luxottica Wholesale North America

Port Washington, NY, US, 11050

Requisition ID: 410204 
Total Rewards: Benefits/Incentive Information


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 9,100 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.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.



The Workforce Analyst is responsible for supporting and enhancing the performance of the Luxottica Wholesale Customer Service department for North America with respect to optimal staffing of production and non-production agents. The Workforce Analyst is primarily responsible for creating and maintaining schedules for Customer Service Representatives (CSRs) to enable the achievement of service level and productivity goals for the site. The Workforce Analyst also reacts to changes in daily/weekly/monthly call volumes and handling times relative to forecast in order to preserve the customer experience. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced and high-energy environment.



  • Builds, coordinates, and accurately maintains shift schedules ensuring that shifts are optimally planned to meet forecast and service level requirements.
  • Monitors staffing levels against plan and takes the relevant real-time or short-term corrective actions as required like overtime, cross skill support, voluntary time off, shift changes and more to improve service levels.
  • Effectively plans and monitors CSA adherence to assigned work schedule, local site activities, trainings, etc.
  • Monitors adherence to all CX KPI’s such as, Average Handling Time, (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
  • Develops and provides reporting that provides productivity insights for CS leadership, including productivity and utilization reporting, adherence reports, and more.
  • Maintains CS agent skill matrix, management of CS agent profiles in the system, and seating plan for the site.
  • Works in partnership with CS leadership and partnering support teams to build strong relationships and drive consistency, and automation of the process where possible.
  • Responsible for maintaining reports to be used in reporting on service level performance to senior leadership.
  • Responsible to ensure that our phone operating system, is running efficiently on a daily basis
  • Responsible to escalate any system issues to our IT shared service team
  • Responsible to ensure that our CRM system is running efficiently responsible to monitor daily and partner with IT to escalate any issues or enhancements



  • Bachelor’s degree or equivalent experience
  • Excellent planning and time management skills with the ability to deal with multiple demands on time
  • Ability to create contact forecasting models.
  • 2+ years of experience in an analytical role (e.g. business or sales analyst); analytical skills sufficient to provide analysis support on projects and new initiative planning.
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • High attention to detail and ability to deep dive identify root causes of variance
  • Ability to provide sound advice and effective communication with stakeholders
  • Should have interest & ability to work on process-improvements initiatives and projects
  • Strong business productivity software skills – Advanced excel skills.
  • Strong Power point skills
  • Ability to work in a fast past environment, meeting tight deadlines
  • Understanding of workforce management software programs



  • Skills in SQL and/or Business Objects tools is a plus

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 call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

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 receive preference in accordance with Tribal Law.

Nearest Major Market: Long Island
Nearest Secondary Market: New York City

Job Segment: Manager, Retail Sales, Management, Retail

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