Job Description

Overview:

Responsible for interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; driving service in all aspects, including staffing, performance delivery, monitoring of performance as compared to goals, and expense control; participating in the development and motivation of executives; coordinating and maintaining effective communication within the department; performing other duties as assigned, including special projects.

Essential Functions:

* Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; provide developmental opportunities; plan, assign, direct, and manage work; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address complaints and resolve colleague issues.

* Manage the operation in handling customer inquiries (phone, written, email, chat, etc.).

* Collaborate with work force management, resource planning and other business partners to maintain appropriate staffing.

* Analyze and review service metric, volume, productivity, and performance reporting of KPIs; identify key trends.

* Proactively manage change, identify potential risks, and devise and implement contingency plans.

* Resolve escalated customer issues.

* Plan and direct productivity and service performance goals.

* Drive engagement through team leadership.

* Provide frequent updates to Director on service.

* Manage multiple special projects, objectives, and assignments.

* Collaborate with peers across all centers to drive exceptional customer service results.

* Analyze departmental performance and effectiveness; identify and evaluate opportunities to improve customer service in core and specialty phone teams.

* Regular, dependable attendance and punctuality.

Qualifications:

Education/Experience:

* High school diploma or general education degree (GED) and one to two years of experience required.

* Bachelor's degree from four year college or university and one to two years of related experience preferred.

Communication Skills:

* Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.

* Write reports, business correspondence, and procedure manuals.

* Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

* Ability to work with mathematical concepts such as probability and statistical inference.

* Apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

* Ability to define problems, collect data, establish facts, and draw valid conclusions.

* Interpret an extensive variety of technical instructions in mathematical and diagram form.

* Solve problems with several abstract and concrete variables.

Physical Demands:

* Regularly required to walk, stand, talk, and hear.

* Occasionally required to stoop, kneel, crouch, and crawl.

* Requires close vision, color vision, depth perception, and focus adjustment.

Other Skills:

* High level of analytical skills.

* Outstanding ability to communicate across all levels of management.

* Excellent time management skills.

* Computer navigation and keyboarding skills.

* Ability to provide outstanding customer service to external and internal customers on a consistent basis.

* Supervisory experience.

Work Hours:

* Ability to work a flexible schedule based on department and company needs.

This job overview is not all inclusive. In addition, Macys, Inc. reserves the right to amend this job overview at any time. Macys is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. Macys, Inc. including Macys and Bloomingdales will consider for employment qualified applicants with criminal convictions in a manner consistent with SFPC Art. 49 and LA MC ch.XVIII Art. 9.