Customer Interaction Centre Team Manager

Date: Apr 26, 2024

Brand: WS Optical

Location:

Thornbury, GB

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.

JOB SCOPE AND MAIN RESPONSIBILITIES:

Working as a Customer Interaction Centre Team Manager on the lens side of the business, you will manage a team of CIC agents to deliver the objectives/KPIs (quantitative and qualitative) for Customer Service.

You will be responsible for providing the best possible EssilorLuxottica experience to our customers (primarily ECPs), ensuring the Front Office contact points are of the highest quality to make the customer experience the best in the market, generating customer loyalty and adding value to the business. Through the effective coaching and support of your team, you will motivate the team to deliver continuous improvements and efficiencies aimed at modernising the customer experience and elevating EssilorLuxottica’s image in the customer’s eyes.

You will be responsible for the day to day customer service team activities, maintaining high levels of productivity within the department. You will work in a compliance centered business where you will play an active part in defining processes and plans, and will be responsible for cascading these to other members of staff.

AREAS OF RESPONSIBILITY AND RELATED ACTIVITIES:

• Manage the activities and resource of the team by providing customers with a variety of solutions, support and information at the time of interaction. Topics include order chase, order place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion.

• Monitor the creation of tickets raised by the team seeking resolution to customer queries to agreed timelines.

• Actively supporting a culture of best practice and continuous improvement to ensure the achievement of departmental and company objectives, whilst meeting Customer Satisfaction targets.

• Recruiting and training customer service personnel.

• Monitoring your team’s performance and motivating them to reach KPIs.

• Mentoring and training CIC agents, monitored through regular feedback, call coaching, 1-2-1’s and yearly performance process.

• Actively supporting a culture of best practice and continuous improvement.

• Managing employee relation issues in line with HR regulations.

• Provide a CIC service on bank holidays and Saturday mornings

• Meet the requirements of compliance standards such as ISO 13485 and Health & Safety regulations. Including audits

NETWORK OF INTERACTION:

You will develop relationships with key stakeholders as follow;

INTERNAL: Head of CRM UKI, RSMs, BDMs, Marketing, Thornbury site teams – Returns, Technical Manager, Glazing order processing, Glazing Operations, Production expeditor, logistics, despatch, Customer feedback, Finance, , Quality, Instruments

EXTERNAL: Customers

PORTRAIT OF A PERFECT CANDIDATE

• Optical knowledge desired

• Experience of managing a results and service driven team, ideally within a contact center environment.

• A proactive and organized approach, with the ability to manage multiple initiatives and stakeholders in a fast-paced environment.

• Ideally previous use of SAP and CRM Systems.

• Good knowledge of full Microsoft Office Suite & IT Skills.

• Be able to show autonomy, flexibility and common sense when needed.

• Being an excellent manager – being able to coach and motivate your team to achieve group and individual targets, and quickly identify areas for improvement and development.

• Demonstrating outstanding product and systems knowledge.

• Acting as a company ambassador.

• Having exceptional professional and interpersonal skills - answering relevant stakeholders, questions and handling objections effectively, applying a structured approach when dealing with queries.

• Acting as a guardian of the Culture - leading by example

• Demonstrating integrity and trustworthiness, according to company values

• Making our customers feel valued by EssilorLuxottica

LANGUAGES:

English

INTERVIEW STEPS:

Interview with Customer Interaction Team Manager

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