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Manager, Business Intelligence/Workforce Operations Executive

Country : USA USA

State : Florida

County : Miami-Dade County

Town : Miami

Category : Production - Quality

Contract type : Permanent

Availability : Full time

Company presentation

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 description

Responsible for leading MCCS Command Execution team. Includes monitoring and ensuring Command Center performance is maximized and driving stability in relation to intra-day service. Managing communications including updates and actions regarding overall service drivers and business performance. Leading objectives focused on identifying points of customer friction; advocating for the Macy's, Inc. customer; analyzing statistics and performance data; creating and managing reports; building rapport and managing relationships to drive results; interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; performing other duties as assigned.


- 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.
- 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.
- Ability to work with mathematical concepts such as probability and statistical inference; apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- 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.
- Ability to work independently, make sound decisions, and know when to escalate concerns and issues within the organization
- Strong critical thinking skills; detail-oriented; ability to multitask and work effectively under deadlines
- Strong communication and networking skills; ability to communicate effectively and provide actionable data and analyses to influence stakeholders' decision-making
- Advanced experience and knowledge of Tableau, Excel, and PowerPoint;
- Proven track record of leading large, cross-functional projects;
- Ability to provide outstanding customer service to external and internal customers on a consistent basis
- Supervisory experience.
- Ability to work a flexible schedule based on department and Company needs
Physical Requirements
Regularly required to walk, stand, hear, and talk; frequently required to reach with hands and arms; occasionally required to stoop, kneel, crouch, and crawl; requires close vision.
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