Customer Service Supervisor

Requisition ID: 878646 Position:Full-TimeTotal Rewards: BenefitsIncentive InformationIf you've worn a pair of glasses, we've already met.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, LensCrafters, 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 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.Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!GENERAL FUNCTION 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. MAJOR DUTIES AND RESPONSIBILITIESEstablishes goals for their team members by gathering pertinent operational, customer based, and business specific informationIdentifies trends at the agent and content level, and escalates to the appropriate channelMaintains quality service by managing to quality and customer service standardsAnalyzing and resolves quality and customer service problemsPrepares and discusses NACC associate and department performance weekly or bi-weekly with team membersPartnership with training and business intelligence team to develop tools and methodologies to manage associate performance such as quality monitoring tools, KPI management and performance goalsDevelop 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 planningAccomplishes 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 standardsEnsure continuous process improvement through analysis, procedural evaluation, and system enhancementsManages employee teams; recruits, drives engagement, coaches, and develops staffFacilitates appropriate performance management actionsPartner and input to workforce planning and intra-day activities to ensure appropriate level of occupancy and cost efficiencyEvaluates and provides recommendations to leadership regarding staffing needs to meet service level objectives and metricsBASIC QUALIFICATIONSBachelor's degree or equivalent experienceExperience representing sales and support organizations for designated brand(s)3+ year(s) of proven success in leading, managing and inspiring teams or individualsStrong analytical and problem solving skillsStrong ability to form relationships and partnerships across multiple levels of managementStrong negotiation skillsMicrosoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook)Ability to learn new software and systemsPREFERRED QUALIFICATIONS5+ years in a high volume contact center, addressing customer questions or resolving customer issuesProven ability to successfully negotiate support processes, support tool requirements, services, and offeringsIn-depth level of knowledge of all contact center processes and proceduresEmployee 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 andor commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time offvacation, 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 . 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.

Created: 2025-03-10