*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. *Job 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 KPI’s; 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 and Competencies:* * High School Diploma or equivalent required * Bachelor's Degree from 4-year college or university preferred * 1-2 years direct experience * Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner. * Ability to effectively plan and execute strategies. * Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays * Knowledge of MS Office computer programs are required * * *This job description is not all-inclusive, and Macy’s Inc. reserves the right to amend this job description at any time. Macy’s Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment. Candidates for positions in San Francisco ONLY can review their rights and the Company’s obligations under *[SFPC Art. 49](https://www.macysjobs.com/media/1323/sfpc-art49-notice.pdf)* here. Candidates for positions in Los Angeles ONLY can review their rights and the Company’s obligations under *[LA MC Ch. XVIII Art. 9](https://www.macysjobs.com/media/7419/la-fair-chance-notice.pdf)* here. Candidates for positions in Philadelphia ONLY can review their rights and the Company’s obligations under *[PC Ch. 9-3500](https://www.macysjobs.com/media/1206/btb-poster-final_3-9-16.pdf)* here.* * * CALL00
Macy's is America’s store for life. The largest retail brand of Macy's, Inc. (NYSE:M) delivers quality fashion at affordable prices to customers at approximately 650 locations in 43 states, the District of Columbia, Puerto Rico, and Guam, as well as to customers in more than 100 international destinations through leading e-commerce site macys.com. Macy's inspires fashion exploration and discovery through the most desired family of exclusive brands for her, for him, for the home, and via our dynamic mobile and social platforms. We know the power of celebration, demonstrated through decades of memorable experiences created during Macy's 4th of July Fireworks® and Macy's Thanksgiving Day Parade®, as well as spectacular fashion shows, culinary events, flower shows, and celebrity appearances. For more than 160 years, Macy’s has, and continues to make life shine brighter for our customers, colleagues, and communities.