Job Description

Overview:

Responsible for interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; leading colleagues with the guidance and best practices for customer responses to all social media channels including Facebook, Twitter and Instagram; to assist customers in resolving escalated service issues; partner with key stakeholders in all customer service channels to identify customer friction points and trends; collaborate with internal teams to create social media escalation, moderation and engagement strategies; monitoring daily service levels, ensuring appropriate level of coaching; reassigning functions as necessary; point of contact with the Social Media moderation/care platform vendor, Sprinklr including enhancements and reporting; performing other duties as assigned.

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 problems from employees.

* Manage projects responding to business needs.

* Respond to inquiries from internal and external customers.

* 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 and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

* Ability to write routine reports and correspondence.

* Ability to speak effectively before groups of customers and employees of the organization.

Mathematical Skills:

* Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

* Ability to apply concepts of basic algebra.

Reasoning Ability:

* Ability to carry out instructions furnished in written, oral, and diagram form.

* Ability to solve problems involving several concrete variables in standardized situations.

Physical Demands:

* Regularly required to sit, hear, and talk.

* Frequently required to stand, walk, reach with hands and arms, and use hands to finger, handle, and feel.

Other Skills:

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

* Supervisory experience.

* Computer navigation and keyboarding skills.

* Strong knowledge of MCCS systems and Microsoft Office.

* Strong organizational and analytical skills.

* Ability to handle multiple tasks and be flexible.

* Ability to work independently.

* Ability to initiate, participate in, and complete special projects that enhance the overall performance of the department.

* Ability to analyze data and present logical recommendations and arguments.

* Strong communication skills.

* Strong motivational skills with emphasis on effective coaching conversations.

Work Hours:

* Full time with the ability to work a flexible schedule based on department and Company needs.

* Schedule: Monday - Friday: 8am-6pm (rotating holidays and weekends required).

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.