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Tampa, FL, US
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Manager, Omnichannel Operations

Country : USA USA

State : Florida

County : Hillsborough County

Town : Tampa

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 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; providing an elevated level of real-time support and guidance to all job levels; Responsible for successful end-to-end startup of new Microsite; improving ambassador's ability to respond to complex/escalated issues, and gain proficiency and confidence; 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);
- Assist WFO, where necessary, to set up production floor, inclusive of; mapping systems, imaging PCs, testing, computer set-up, default browsers, logins, etc.
- Assist L&L in New Hire Training classroom set up (webcams, headsets, etc.)
- Serve as onsite presence supporting new hire onboarding, inclusive of; engaging with floor staff daily, monitoring and addressing colleague behavior as needed
- 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 team's 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.
- Collaborate with strategy team & AX partners to implement performance optimization tactics
- Serve as point of contact and partner to Agent Experience, Learning & Leadership, Workforce Management, HR and other key stakeholders
- 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;
- Capable of shifting/cultivating a highly engaged environment
- 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;
- Capability to travel and/or relocate required

Profile

- 4 Year/Bachelor's Degree Preferred
- 3-5 years related 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
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