EssilorLuxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe. In North America, our wholesale business is home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States. EssilorLuxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America. GENERAL FUNCTION As a member of the Workforce Management Team, the Specialist Workforce Planning (Real Time Adherence) has the function of Intra Day Performance Management in real time and execution of the plan provided by the Workforce Analyst. The Customer Service Specialist also ensures there is adequate and appropriate response & communication to leadership for all service affecting alerts. The person in this role works collaboratively with the Workforce Analyst under the supervision of the Sr Manager of Workforce Planning. MAJOR DUTIES AND RESPONSIBILITIES Monitor Key Performance Indicators through active utilization of Workforce Management tools. Real time monitoring of all Intra Day performance models ensuring actual staff is aligned with predetermined forecasts and schedules provided by the Workforce Analyst. In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk. Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA). Ensure consistent communication regarding demand or staff anomalies. Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s). Performs other 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 Excellent verbal and written communications skills Ability to work with minimal guidance in a time critical environment Ability to work a flexible schedule, including weekends PREFERRED QUALIFICATIONS Associate’s degree or equivalent experience Prior experience in a workforce management role Exposure to workforce management software & processes J-18808-Ljbffr