Workforce Management Specialist

Requisition ID: 930583 Store # :E01249 Lab Ops - Field US Position: Full-Time Total Rewards:Benefits/Incentive Information

GENERAL FUNCTION

As a member of the Workforce Management Team, the Workforce Planning Specialist (Real Time Adherence) is responsible for intra‑day performance management in real time and execution of the plan provided by the Workforce Analyst. The Specialist ensures adequate response and communication to leadership for all service‑affecting alerts and works collaboratively with the Workforce Analyst under the supervision of the Senior Manager of Workforce Planning.

MAJOR DUTIES AND RESPONSIBILITIES

Monitor Key Performance Indicators using Workforce Management tools. Real‑time monitoring of all intra‑day performance models, ensuring staff alignment with forecasts and schedules from the Workforce Analyst. Collaborate with the Workforce Analyst to implement contingency and resource plans on an interval and daily basis, maintaining communication with managers, operations directors, and the IT Help Desk. Escalate and facilitate resolution of issues across call center operations to meet Service Level Agreements (SLA). Communicate consistently regarding demand or staff anomalies. Monitor key call center systems for alarms or call delivery failures, working with leadership to invoke alternatives and ensure business continuity. Perform other related 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 communication 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. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. Employee pay is determined by factors such as geography, experience, qualifications, skills, and local minimum wage requirements. A competitive bonus and/or commission plan may also be offered. 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 (provide name, job ID, contact information) 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, genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law. #J-18808-Ljbffr EssilorLuxottica