Workforce Management Analyst

If 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 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 requested.

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.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at View phone number on click.appcast.io (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email View email address on click.appcast.io.

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.