Workforce Management Specialist

Workforce Management Specialist

Brand: Essilor and Subsidiaries Location: Dallas, TX, US, 75234 Position: Full-Time Total Rewards: Benefits/Incentive Information 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. With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care. 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

As a member of the Workforce Management Team, the Workforce Planning Specialist (Real Time Adherence) has the function of Intra Day Performance Management in real time and execution of the plan provided by the Workforce Analyst. The Workforce Planning Specialist also ensures there is adequate and appropriate response and communication to leadership for all service affecting alerts. The person in this role works collaboratively with the Workforce Analyst under the supervision of the Sr Manager of Workforce Planning.

Major Duties And Responsibilities

Monitor Key Performance Indicators through active utilization of Workforce Management tools. Real time monitoring of all Intra Day performance models ensuring actual staff is aligned with predetermined forecasts and schedules provided by the Workforce Analyst. In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk) Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA) Ensure consistent communication regarding demand or staff anomalies Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s) Performs other duties as required

Basic Qualifications

High School Diploma Minimum of 1 year call center experience Knowledgeable of contact center metrics, processes, and key performance indicators Strong organizational skills Analytical aptitude Strong Excel skills Excellent verbal and written communications skills Ability to work with minimal guidance in a time critical environment

Preferred Qualifications

Associate's degree or equivalent experience Prior experience in a workforce management role Exposure to workforce management software and processes