Customer Service Supervisor

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses, serving industry stakeholders in over 150 countries. Our portfolio includes high-quality vision care products like Essilor (Varilux, Crizal, Eyezen, Stellest, Transitions), iconic brands such as Ray-Ban, Oakley, Persol, and Oliver Peoples, and retail networks like Sunglass Hut, LensCrafters, and Target Optical. The Professional Solutions team builds one-on-one relationships with customers based on trust and care.

About the role

The Service Delivery Supervisor directly oversees customer service agents (both on and off the phone), focusing on team development to meet Call Center KPIs and broader brand objectives. This role ensures consistent delivery of metrics, quality, and customer experience while acting as a subject matter expert to support strategic and operational decisions.

Responsibilities

• Establish goals for team members using operational, customer, and business-specific data.
• Identify trends at the agent and content levels and escalate to appropriate channels.
• Maintain quality service by adhering to standards and resolving customer service issues.
• Prepare and discuss associate and department performance weekly or bi-weekly.
• Partner with training and business intelligence teams to develop tools for managing associate performance (e.g., quality monitoring, KPIs, performance goals).
• Develop methodologies for root cause analysis of frequent call types and drive organizational change to minimize them.
• Ensure associate development, career growth, and succession planning.
• Communicate job expectations, monitor performance, and enforce policies and productivity standards.
• Drive continuous process improvement through analysis and system enhancements.
• Manage employee teams, including recruitment, engagement, coaching, and development.
• Facilitate performance management actions.
• Partner in workforce planning and intra-day activities to optimize occupancy and cost efficiency.
• Evaluate and recommend staffing needs to meet service level objectives.

Requirements

• Bachelor’s degree or equivalent experience.
• 3+ years of experience leading, managing, and inspiring teams or individuals.
• Strong analytical and problem-solving skills.
• Ability to build relationships and partnerships across multiple management levels.
• Strong negotiation skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, MS-Project, Access, Outlook).
• Ability to learn new software and systems.

Preferred Qualifications

• 5+ years in a high-volume contact center addressing customer questions or resolving issues.
• Proven ability to negotiate support processes, tools, and services.
• In-depth knowledge of contact center processes and procedures.

Benefits

• Health care coverage.
• Retirement savings plans.
• Paid time off/vacation.
• Employee discounts.
• Competitive bonus and/or commission plan.

Employee pay is determined by factors including geography, experience, qualifications, skills, and local minimum wage requirements.