Job Summary: We are seeking a Customer Service Shift Leader to lead, develop, and motivate teams, manage operations, and ensure service continuity. Key Highlights: 1. Leads and develops talent within customer service teams. 2. Ensures service continuity and optimizes operations. 3. Fosters team motivation and high performance. **If you’ve ever worn glasses, you already know us.** We are the global leader in designing, manufacturing, and distributing ophthalmic lenses, frames, and sunglasses. We provide stakeholders across our industry in more than **150 countries** access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic consumer brands (such as **Ray\-Ban**, **Oakley**, **Persol**, **Oliver Peoples**, **Vogue Eyewear**, and **Costa**), as well as a network delivering high-quality eye care and best-in-class shopping experiences (such as **Sunglass Hut**, **LensCrafters**, **Salmoiraghi \& Viganò**, and the **GrandVision** network), and leading e-commerce platforms. Join our global community of over **190\.000 dedicated employees** worldwide, driving the transformation of the eyewear and vision care industry. Discover more by following us on LinkedIn. **Your \#FutureInSight with EssilorLuxottica** Are you ready to pioneer new frontiers, foster inclusion and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us to redefine the boundaries of what’s possible. From our headquarters, we are looking for a **Shift Leader** profile for the **Customer Service** department, based in Barcelona. **Responsibilities:** * **Communication and alignment:** Clearly and effectively convey key business information to the team, ensuring understanding and alignment with organizational objectives. * **Talent development:** Lead team members’ professional growth through coaching, continuous training, and competency tracking, ensuring skills and knowledge remain up-to-date and relevant. * **Operational management:** Supervise shift adherence, attendance, and scheduled activities, ensuring proper execution of operations and achievement of contact center KPIs. * **Evaluation and feedback:** Conduct monthly one-on-one meetings (1:1\) with each team member, providing constructive feedback, identifying improvement opportunities, and recognizing achievements. This evaluation includes listening to their calls to deliver relevant, actionable feedback. * **Motivation and engagement:** Foster team motivation and high performance by actively participating in recognition programs, incentive initiatives, and team integration activities. * **Information sessions:** Coordinate and lead regular team meetings, ensuring timely and comprehensive dissemination of critical information regarding operations and service strategy. * **Service continuity:** Design and implement contingency plans to guarantee uninterrupted service during unforeseen events or absences, minimizing impact on customer experience. **Requirements:** * Minimum of **2 years of prior experience** supervising customer service or contact center teams. * Leadership, effective communication, and people management skills. * Results-oriented mindset and ability to work under quality and productivity targets. * Analytical and problem-solving capabilities in dynamic environments. * Proactive mindset, focused on continuous improvement and customer experience. **Technical Knowledge** * SAP knowledge is a plus. * Proficiency in Excel and PowerPoint. **What We Offer:** * Permanent contract. * Hybrid work model: 3 days in the office and 2 days remote (office located at C/Numancia 46, Barcelona). * Employee discount on our products. * Opportunity to work for a leading multinational company in its sector.