About:
Macy’s is proudly America’s Department Store. There’s a reason we’ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference.
Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our call center teams support and drive hundreds of millions of dollars in sales annually. We solve problems so our customers can get back to shopping! MCCS is a people-focused culture where we support one another to be our best for our customers. Join a people-focused culture and a FUN, collaborative team! We serve customers across a wide span of hours of operation, allowing for a variety of work shifts and availability of hours. Do you love helping people get answers and solve problems? If so, there’s an opportunity for you to shine at Macy’s Credit and Customer Service.

Overview:
Responsible for interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; leading assigned employees to answer and assist customer inquiries including order placement, service and or chat inquiries, quality audit issues, and back-line inquiries; maintaining effective on-boarding process, setting selling and service culture, monitoring daily service levels, ensuring appropriate level of coaching; reassigning functions as necessary; leading and being responsive to projects necessary to enhance the overall customer experience; performing other duties as assigned.

Essential Functions:

• Oversee medium (20) to large team (30);
• Lead and develop culture for environment as sole executive presence
• Maintain facilities upkeep and communication to all contributing parties of office presentation
• Coach and grow team members to exceed department performance expectations while sharing teams progress with business stakeholders
• Assist in development, improvement and implementation of processes to enhance the colleague and customer experience;
• Communicate, collaborate and build strong relationships with team members across multiple divisions (MCCS and Stores) in person and remotely;
• Responsible for suggesting methods to improve areas of operation;
• Monitor teams performance to ensure goals are consistently exceeded, hold team members accountable for results and motivate team members to exceed department goals;
• Regularly trains and develop employees, recognizing achievements;
• Drives and communicates consistent priorities;
• Address employee issues/conflicts and provides input, feedback and coaching;
• 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 while consistently handling escalated customer phone issues;
• Regular, dependable attendance and punctuality;
• Expected to consistently advance our culture, while ensuring we provide the best experience for our customers;
• Manage and lead special projects that enhance the overall performance of the department;
• 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;

Qualifications and Competencies:

• High school diploma or general education degree (GED) and one to two years of experience required;
• We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply.
• Motivated, driven and enthusiastic about coaching and developing teams to exceed all expectations;
• Proven ability to identify, analyze and solve ambiguous problems independently with attention to detail;
• Experience in managing medium or large teams with success developing strong performers;
• Ability to demonstrate leadership qualities; including relationship building, meeting facilitations, time management and organizational skills;
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; as well as execute all necessary functions
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; apply concepts of basic algebra;
• Ability to carry out instructions furnished in written, oral, and diagram form; solve problems involving several concrete variables in standardized situations;
• Capable in providing 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 with the ability to handle multiple tasks and be flexible;
• Excellent analytical skills;
• Strong motivational skills with emphasis on effective coaching conversations;
• Ability to work flexible schedule based on department and Company needs.