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Manager, Credit Services Operations

Country : USA USA

State : Ohio

County : Warren County

Town : Deerfield Township

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 interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; leading assigned employees to answer and assist customer inquiries , service and or chat inquiries, quality audit issues, and back-line inquiries; maintaining effective on-boarding process, setting 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
- 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.

Profile

- Bachelor's degree from four-year college or university.
- One to two years of related experience preferred.
- Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner.
- Ability to effectively plan and execute strategies.
- Knowledge of MS Office computer programs are required
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, 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.
Physical Requirements
Regularly required to sit, hear, and talk.
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