Workforce Planning Specialist

7 days ago


Mason, Ohio, United States EssilorLuxottica Full time
About the Role

We are seeking a skilled Workforce Planning Specialist to join our team at EssilorLuxottica. This individual will play a critical role in ensuring the efficient allocation of resources across our contact centers, resulting in exceptional customer experiences.

Main Duties and Responsibilities
  1. Daily monitoring of real-time performance models to align staff with predetermined forecasts and schedules.
  2. Implementation of contingency and resource plans as needed, in collaboration with the Workforce Analyst and other stakeholders.
  3. Resolution of service-affecting issues and facilitation of communication with leadership to ensure compliance with Service Level Agreements (SLAs).
BASIC QUALIFICATIONS
  • High School Diploma or Equivalent
  • Minimum 1 year call center experience
  • Knowledgeable of contact center metrics, processes, and key performance indicators


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