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Zuletzt aktualisiert: vor 3 Tagen
CIC Workforce & BI Manager DACH (f / m / d)

CIC Workforce & BI Manager DACH (f / m / d)

EssilorLuxotticaGrasbrunn, DE
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two indus...Mehr anzeigenZuletzt aktualisiert: vor über 30 Tagen
CNC-Dreher / Maschineneinrichter (m / w / d)

CNC-Dreher / Maschineneinrichter (m / w / d)

HIT PersonaldienstleistungenHofolding
Anders als Andere - und besser!.Einen modernen Arbeitsplatz in einem dynamischen und internationalen Umfeld mit interessantem Aufgabengebiet. Eine attraktive, übertarifliche Vergütung.Weihnachtsgeld...Mehr anzeigenZuletzt aktualisiert: vor über 30 Tagen
Platform Architect - Service Assurance (all genders) - Standort : bundesweit

Platform Architect - Service Assurance (all genders) - Standort : bundesweit

JRWG CoachConsult GmbHFeldkirchen / Münch. Uml., Bayern, DE
Über uns Unser Mandant ist einer der führenden internationalen IT-Provider mit über 600.Mitarbeitern weltweit und einer starken und intensiv wachsenden Präsenz in Deutschland.Er gehört zu den TOP-1...Mehr anzeigenZuletzt aktualisiert: vor über 30 Tagen
Tender Management Working student

Tender Management Working student

AP Solutions GmbHAschheim (bei München), DE
Tender Management Working student.The Tender management team orchestrates strategic & sizeable tenders across all geographical regions and lines of business (e. Automotive, New & Micro Mobility, Tra...Mehr anzeigenZuletzt aktualisiert: vor 28 Tagen
Front of House Agent

Front of House Agent

Hotel Co 51 Germany723|Munich|85609|Germany
Moxy, you are responsible for helping guests and creating positive experiences for them during their stay.During a shift, you have multiple roles - from Front Desk Attendant to Bartender and Chef -...Mehr anzeigenZuletzt aktualisiert: vor über 30 Tagen
Call Center Agent (m / w / d) Backoffice

Call Center Agent (m / w / d) Backoffice

DIE JOBMACHER GmbH Standort NürnbergMittelfranken, Deutschland, Deutschland
15,50 € stündlich
Werden auch Sie ein JOBMACHER!.Wir suchen genau Sie als erfahrenen.Call Center Agent (m / w / d) Backoffice.Standort Nürnberg, Mittelfranken zur Übernahme nach 6 Monaten. Wir freuen uns über Ihr Interes...Mehr anzeigenZuletzt aktualisiert: vor 3 Tagen
IT Support Engineer

IT Support Engineer

ISG International Service GroupBavaria
30,00 € stündlich
IT Support Engineer Großwallstadt, Germany OnsiteAPPLYJoin a fast-growing IT and Engineering solutions provider with a global presence across the EMEA region and the USA. Our client specializes in d...Mehr anzeigenZuletzt aktualisiert: vor über 30 Tagen
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CIC Workforce & BI Manager DACH (f / m / d)

CIC Workforce & BI Manager DACH (f / m / d)

EssilorLuxotticaGrasbrunn, DE
Vor 30+ Tagen
Stellenbeschreibung

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

To strengthen our Customer Services team at the Grasbrunn location we are seeking the following as early as possible :

CIC Workforce & BI Manager DACH (f / m / d)

LI-IL1

JOB SCOPE AND MAIN RESPONSIBILITIES :

  • Support the CIC to successfully meet performance targets and optimize usage of resources
  • Drive sustainable and cost-efficient operations with focus on best-in-class customer satisfaction

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES :

CUSTOMER EXPERIENCE

  • Understands customers and their specific needs

    • BRAND / PRODUCT / SERVICE EXPERTISE & EXPERIENCE

  • Is at ease to handle conversations with colleagues, peers, and external partners re ESSILORLUXOTTICA business vision, products, services, and Sustainability commitments.

    • SALES

  • Report events through year end to drive service and sales, while keeping agents engaged through creative activities to support initiatives.

    • OPERATIONS EXCELLENCE

  • Long- and short-term forecasting
  • Supports the CIC Operational Master Plan through short and long term forecasting insights
  • With the relevant functional stakeholders, jointly forecasts how market trends and patterns will impact the CIC workload and the Customer Experience subsequently (CRM, Marketing, Finance, Supply Chain, etc.), with a 2-3 years outlook
  • Provides inputs referring to structural topics (ie. Budget preparation, recruitment, facilities management, organization)
  • Capacity Planning

    • SCHEDULING

  • Supervises established CIC agents work schedules
  • Evaluates and adapts scheduling and work practices to minimize the variation between forecasted demand requirements and staff availability
  • Maximizes the work schedule for internal resources by implementing processes and practices to ease the working conditions of the CIC agents, in full respect of the business stakes (ex : shift swap process between CIC Agents)

    • LIVE MONITORING / REAL TIME MANAGEMENT & TRANSACTIONS ALLOCATION

  • Supervises the live monitoring and real-time management
  • Supervises the allocation and transactions routing to specific sites, queues and staff
  • Monitors overall network and site-level performance on a real-time basis (shared queues environment)
  • Understands the main Sales and Customer Experience KPIs and embeds them in the daily business

    • REPORTING

  • As the owner of the CIC reporting house, ensures decision support reports and dashboards are released in collaboration with stakeholder teams
  • Makes CIC Agent’s performance indicators available, allowing Team Leaders to coach employees to continuously strive for higher performance
  • Reports adapted figures including workload trends, staffing requirements and key performance results to the different audiences (CIC Agents, TeamLeaders, Local business managers and EMEA team) to build recommendations

    • BUSINESS CONTINUITY & MANAGING IT SERVICES

  • Is a main player in the release of the Business Continuity Plan (BCP) and ensures business continuity through the BCP implementation with relevant stakeholders
  • Ensures all materials required are provided to CIC agents (e.g. hardware, phones, headsets)
  • Identifies and collects IT or telephony dysfunctions and coordinates system backup / outages with IT to minimize customer impact
  • Solves at a first level (telephony assistance to operations and troubleshooting telephony problems) and acts as interface and follows up solving for next level
  • Trains, if needed, team leaders, managers and trainers on the use of workforce planning tools

    • NETWORK OF INTERACTION :

    INTERNAL  :

  • CIC sites within EssilorLuxottica DACH
  • Operations and Supply Chain teams in DACH & Corporate
  • Commercial Sales and Marketing teams

    • EXTERNAL

  • Consultants occasionally or external software teams

    • CANDIDATE PROFILE

  • Essential : graduate calibre with a relevant qualification in a business related discipline or equivalent
  • Desirable : professional membership of relevant body such as Institute of Customer Service
  • Fluent in German and English