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Sr Analyst (Workforce Planning)

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

Port Washington, NY, US, 11050

Requisition ID: 410221 
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 Sr. Analyst (Planner) creates, implements, and maintains staffing plans to support forecasted volume and service level targets for Luxottica Wholesale Customer Service for North America. The person in this role is accountable to complete weekly forecasts and staff schedules to support that forecast, conduct routine analyses to assess forecast & staffing accuracy, scheduling gaps and staff utilization and provide recommendations to leadership focused on forecast variances, staffing gaps, etc.  The person in this role must be comfortable with data analysis & contact center software, have ability assimilate data from a variety of sources to prepare & present results & recommendations to leadership.

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Forecasts demand, performs staffing analysis and optimizes schedules
  • Creates and distributes forecast-driven work schedules for assigned lines of business
  • Manages and maintains PTO tracking/data for functional areas
  • Administers and assists with maintenance of user profiles
  • Satisfies ad hoc analysis requests to support current call center activities
  • Provides call center hardware and software troubleshooting and support as needed
  • Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement
  • Provides daily debrief on prior days results, including analysis on drivers of variances to plan, actions taken to mitigate risk and recommended future action if needed
  • Develops and implements Voice of the Customer system to stay connected customer feedback and responsible for analyzing data
  • Identifies, monitors, tracks and analyzes call frequency and reasons behind customer calls; provides senior management with reports periodically and alerts management of any problems
  • Responsible for analyzing VOC survey data and first call resolutions to gather customer feedback and recommend quality and process improvements
  • Monitors actual staffing levels against plan and takes the relevant real-time or short term actions as required like overtime, cross skill support, voluntary time off, and shift changes to improve service levels
  • Develops reporting that provides productivity insights for CS leadership, including productivity and utilization reporting, adherence reports, etc
  • Works in partnership with CS leadership and support teams to build strong relationships and drive consistency and automation of processes
  • Responsible for maintaining reports to be used for reporting service level performance to leadership

 

BASIC QUALIFICATIONS

  • Bachelor’s degree or equivalent experience
  • 3 years of experience in an analytical role
  • Excellent planning and time management skills with the ability to deal with multiple demands on time
  • Ability to forecast, analyze and prepare statistical reports and metrics for turnover reductions, ROI measurement, customer satisfaction, productivity etc.
  • Innovative in finding solutions, designing improved methods, systems and processes
  • High attention to detail and ability to identify causes of variances
  • Ability to provide sound advice and effectively communicate with stakeholders
  • Strong productivity software skills, especially Excel. Must be able to run and create standard reports
  • Understanding of workforce management software programs
  • Skills in SQL and/or Business Objects tools

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

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