If you complement your workforce planning experience with a strategic mindset and the creativity to develop new processes, this position offers you some great opportunities. You will:

• Make an impact by becoming the subject matter expert in our new WFM tool (Calabrio) and designing tools and processes to ensure we make optimal use of it Quick question for you - click here
• Expand your experience as you support multiple customer service (and other) teams to leverage the data and drive strong performance
• Gain broad exposure to people at various levels in our organization in a collaborative environment
• Come on board at an exciting and dynamic time. Our 2018 merger with Luxottica has given us an unmatched global footprint in the eyewear industry, and is creating opportunities for proven performers
• Join an organization with an employee-friendly culture that is driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved

Improving Lives By Improving Sight. Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 10,000 people and operates the largest and most comprehensive optical laboratory network in the U.S. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010, and we ranked #62 out of 700 corporations awarded the title "Diversity Leader 2020" by the Financial Times.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Workforce Analyst II opportunity, you will have:

• An Associate's Degree required; a Bachelor's Degree is strongly preferred Quick question for you - click here
• 3 to 5 years of experience with forecasting, scheduling, monitoring and reporting in a customer service call center environment
• Experience with WFM software such as Verint/Blue Pumpkin, IEX, eWFM, Calabrio, Genesys, etc.
• Experience building new WFM tools and functions is a big plus
• Experience in designing and movement of agents into and out of complex agent groups
• Excellent knowledge of scheduler, real time monitor methods and techniques
• Knowledge of Cisco phone systems and/or Salesforce is a plus
• Proficiency with Microsoft Office and advanced level skills in Excel (macros, pivot tables, complex spreadsheets) and PowerPoint
• Experience in the healthcare industry is preferred, and optical industry experience would be ideal
• Advanced multi-tasking abilities
• Excellent verbal and written communication skills

You may work remotely for this role and our preference is that you live in the Central Time Zone. However, we also will consider candidates in the Eastern Time Zone.

You will join a team that also includes another Workforce Analysts, and work with the Customer Experience Workforce Manager to design and develop reporting and tracking tools, utilizing data mining to determine staff and system efficiencies along with developing workforce management practices to reduce overall operating costs. You'll be responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Quick question for you - click here

We are currently transitioning from manual processes to the Calabrio tool. You'll support the manual processes for now, but also develop your understanding of Calabrio and take point on helping us use it effectively. This will include partnering with a third-party vendor in gaining knowledge and optimizing the tool, with a goal of setting up new forecasting models, scheduling tools, and more.

More specifically, you will:

• Assume responsibility for monitoring real time performance of the Customer Care Call Center organization Help the Call Center team to provide the best service possible for our customers by balancing occupancy and schedule adherence of CX associates On-board new employees and train them on proper usage of Cisco phone state codes to optimize agent availability for our customers Develop phone service procedures and policies, and participate in improving processes Analyze statistics and compile accurate reporting from Cisco, Salesforce and offline work, and take the necessary actions to improve based on reports Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation Generate and evaluate staffing schedules, and ensure data updates into scheduling system; generate short and long-term staffing models and provide recommendations based on analysis Leverage your strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Professional development
We are looking for a professional with the bandwidth to grow along with the team and the company. Other companies may pigeonhole employees, but we are proactive about providing opportunities to gain exposure to and pursue opportunities in multiple areas, including finance, operations and others.

Great environment
You will join a team that includes dedicated, sharp and mutually supportive professionals. Our culture is entrepreneurial and fresh, backed by 170 years of success. You'll also be part of the global talent organization.

Truly living our values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.

Excellent compensation
In addition to a competitive salary and bonus potential, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

Video: As part of the #DifferenceMakers campaign, Essilor chose four eyecare professionals and three Essilor employees to participate in a mission trip to Southeast Asia in March 2019.

We're looking for a professional with strong analytical skills and a strategic mind, along with willingness to try new and different things. You should demonstrate a proactive approach to finding and defining problems, understanding the business impact, identifying solutions, and providing recommendations for corrective actions. You also will need a strong ability to work with all levels of employees/management and build strong relationships with teams and all organizational customers.

The pace here is fast and change happens frequently at Essilor. Those who excel here truly enjoy the dynamic environment and remain agile and able to pivot. You also should be highly organized and able to multitask. In addition, to be an outstanding Workforce Analyst II, you will:

• Bring the drive and motivation to go above and beyond.
• Achieve goals independently and also contribute as a team player.
• Develop and leverage the ability to influence and motivate others.
• Keep a constant eye out for ways to improve processes and efficiencies.