Analyst - Business Data (Call Center)

Requisition ID: 822353 
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 Analyst, Business Data conducts detailed analyses of Luxottica’s North America Contact Center (NACC) operations performance using varied sources of data. The Analyst, Business Data will have working knowledge and understanding of all NACC KPI’s and targets and will use their analytical skills to partner with leadership to provide insight into key trends in performance, demand drivers, cost and opportunities. 

MAJOR DUTIES AND RESPONSIBILITIES 

• In partnership with the Manager/Sr. Manager, evaluate and support the implementation of analytical solutions that will lead to high quality, accurate data and trending
• Able to deliver analytical reporting using varied sources of data, including but not limited to, workforce management, quality, custom channel applications, and CTI/CRM/IVR solutions for all channels
• Analyze complex data, identify anomalies, and provide useable insight to business intelligence leaders
• Provide ongoing analysis of existing reporting structure and make efforts to provide recommended enhanced solutions in an effort to drive reporting efficiency
• Ensure accurate documentation for data elements, reports, and processes
• Develops understanding of underlying data, data structures, and business uses of data
• Follows processes and protocols for ensuring the quality of reporting outcomes and analyses; identifies ways to ensure data integrity and validates reporting results to deliver a high degree of confidence in the final outcome
• Maintain comprehensive inventory of all reports and associated data sources
• Maintain and publish standard reports for executive operations
• Maintain databases and develop weekly / monthly metrics reports
• Perform ad hoc analyses as needed, support UAT and special projects as assigned

BASIC QUALIFICATIONS 

• Bachelor’s degree in analytics, mathematics or related field
• 2 years of relevant experience in business, statistical or data analysis
• Ability to assimilate facts/data from various sources & develop analyses that provide key business insight
• Ability to identify obstacles & develop solutions
• Strong organizational and time management
• Proficiency using Microsoft Excel
• Proficiency using Microsoft SQL
• Knowledge of Business Objects
• Effective communicator – written and verbal

PREFERRED QUALIFICATIONS

• Experience with Telephonic platforms
• Experience working with call center data/metrics

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/Incentive Information including health benefits, PTO, 401K, paid family leave, tuition reimbursement, and eyewear 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 Luxottica Ethics Compliance Hotline at 1-888-887-3348 (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 receive preference in accordance with Tribal Law.