Supervisor- Help Desk (Technical Support)

Mason, OH, US, 45040

Requisition ID: 848298 
Position:Full-Time

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.

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

GENERAL FUNCTION 

The Service Delivery Supervisor has direct responsibility of Technical Coordinators, Technical Support Specialists, and System Analysts. The Supervisor is focused on the development of their direct employees in support of Call Center KPI delivery, first call resolution, and ticket resolution time, as well as broader brand objectives.Theyaccomplish department objectives through day-to-day management and accountability for consistent delivery on metrics, quality, and external experience measures. The Supervisor champions the cause of customer satisfaction by acting as a subject matter expert in the technical support of Luxottica stores and doctors, supporting their team, and providing input to strategic and operational management decision-making.    

MAJOR DUTIES AND RESPONSIBILITIES

• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and performance management of associates; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Manage employee teams; recruits, drives engagement, coaches, and develops staff
• Facilitate appropriate performance management actions
• Identify trends at the agent and content level, and escalate to the appropriate channel
• Maintain quality service by managing quality and customer service standards
• Analyzing and resolving quality and customer service problems
• Prepare and discuss NACC associate and department performance weekly or bi-weekly with team members
• Responsible for professional development of associates, ensuring ongoing career growth, progression and a solid succession planning
• Partner and input to workforce planning and intra-day activities to ensure appropriate level of occupancy and cost efficiency
• Evaluate and provide recommendations to leadership regarding staffing needs to meet service level objectives and metrics
• Partner with IT, training, and business intelligence team to develop tools and methodologies to manage associate performance such as quality monitoring tools, KPI management and performance goals
• Contribute input on frequent store system issue types, and drive change in the organization to minimize these calls. 

BASIC QUALIFICATIONS 

• Bachelor's degree in Computer Science or equivalent experience
• Experience in a helpdesk environment
• 3+ years at a technical helpdesk, addressing network, hardware, and software issues
• Strong analytical and problem solving skills
• Strong ability to form relationships and partnerships across multiple levels of management
• Strong soft skills
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook)
• Ability to learn new software and systems

PREFERRED QUALIFICATIONS

• Previous experience of proven success in leading, managing and inspiring teams or individuals
• 5+ years at a technical helpdesk, addressing network, hardware, and software issues
• Proven ability to learn new and proprietary technologies
• In-depth level of knowledge of all contact center and retail processes and procedures

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
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 (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.