Manager, Digital Customer Service

Miami, Florida, us
Company: Macy’s
Category: Office and Administrative Support Occupations
Published on 2021-06-17 13:30:56

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 of the Role:

  • 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
  • Qualifications:

  • 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;
  • 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;
  • Capable of providing and accepting feedback in areas of improvement
  • Effective communicator in actions taken to reach success (strong partner to Strategy team)
  • Ability to identify and outline learning strategies and opportunities
  • Ability to develop project plans and key timelines
  • 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
  • Capability to travel and/or relocate required
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