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Manager, Customer Service

Date:  Jul 19, 2021
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 413729 
Position:Full-Time
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.

 

GENERAL FUNCTION

The Manager, Customer Service is responsible for the operations of the contact center. The manager will concentrate on improving day to day operations and work on implementing any system changes. Manager is responsible to oversees all front-line staffing, ensuring that the highest level of service and support is provided at all times. 

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Responsible for the management and performance of the customer support team
  • Responsible for analyzing contact center statistics and reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics. Provides senior management with status reports periodically and alerts management of any problems or potential service problems as appropriate
  • Works closely with the frontline teams to promptly address and resolve customer issues/problems that have been escalated and require immediate management attention
  • Provides strategic and tactical planning for the contact center operations to ensure operational effectiveness and highest quality interactions with clients
  • Implement strategies useful in improving customer relationships and customer satisfaction.
  • Monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution.
  • Ensures service levels are maintained at all times and constantly seeks ways to improve the delivery of customer service and operations
  • Responsible for creating and cultivating a culture within the team by managing individual and team performance expectations and goals
  • Train, coach and motivate direct reports in customer service, call center operations and procedures
  • Proactively manages productivity and performance of direct reports, including providing guidance to supervisors on performance management of customer service agents. Provides guidance, coaching and development, and tracks performance of supervisors and agents. Partners with HR as needed
  • Oversees all outbound surveys and call campaigns related to prescription.
  • Responsible to ensure that quality standards are maintained
  • Responsible for developing a plan to ensure business continuity in the event of a system shut-down, enabling Customer Service Representatives to effectively respond to customer needs with the least amount of disruption.
  • Special assignments and other duties as assigned

 

BASIC QUALIFICATIONS

  • Bachelor’s Degree and/or equivalent combination of education and/or experience
  • 5+ years’ experience
  • Ability to leverage internal resources and individual capabilities to build a positive work environment focused on teamwork.
  • Experience building a "culture of service"
  • Contact Center Management experience and demonstrated ability to work well in a team environment
  • Experience with contact center technologies, including SAP and SAP CRM
  • Ability to forecast, analyze and prepare statistical reports and metrics for turnover reductions, ROI measurement, customer satisfaction, productivity etc.
  • Excellent Microsoft Office skills (Microsoft Word, Excel, PowerPoint)
  • Excellent communication skills, both verbal and written
  • Strong interpersonal skills and ability to interact well with all employee levels and customers.
  • Must be familiar with all product lines and customer base
  • Bilingual French/Spanish 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 HRCompliance@luxotticaretail.com (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, Management

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