Are you ready to bring your amazing self to work?
At Macy's, Inc., we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique so we respect and invest in each individual to create growth, pride and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.
As a Specialized Selling Contact Center Manager, you personalize the Macy's shopping experience for our customers and maximize sales for the company. As the thought leader, you develop our sales culture and apply your upselling and cross-selling expertise to lead your team to success. With your experience, you drive the customer shopping journey in Macy's fast-paced, high-performance, contact center sales environment.
What we can offer you:
- An inclusive, challenging, and refreshingly fun work environment
- Empowerment and autonomy to perform impactful work with tangible results
- Competitive pay and benefits rooted in principles of equity
- Coverage across medical, dental, vision and retirement
- Employee Assistance Program (mental health and financial literacy resources)
- Debt-free education benefits include 100% of tuition, books and fees
- Short-term incentive, annual merit, merchandise discounts
- Learning - Guild, Ignite (powered by Degreed), leadership development programs and boot camp training
- Colleague Resource Groups (CRGs), give-back/volunteer opportunities
Who you are:
- Focused on upholding Macy's dedication to fulfilling ideals of diversity, inclusion, and respect that our company aspires to achieve performance goals, every day in every store and office, with every customer and associate
- Able to read and interpret documents like rules, instructions, and manuals
- Experienced in writing routine reports and correspondence
- Capable of speaking effectively to groups of customers and employees
- Skilled in completing financial transactions accurately and proficiently
- Able to solve practical problems within a variety of sales scenarios
- Provide outstanding customer service on a consistent basis
- Adapt quickly to changing customer expectations and needs
- Three to five years of selling and/or contact center leadership experience
- Preferred ongoing training in business and/or leadership Advanced in the use of Microsoft Office Suite tools.
What you will do:
- Oversee large team of both leaders (5) and front-line employees (60)
- Lead and develop culture for environment as sole executive presence
- Maintain facilities upkeep and communication to all contributing parties of office presentation
- Lead and develop culture for a successful selling environment while ensuring we provide the best experience for our customers
- Communicate, collaborate and build strong relationships with team members across multiple divisions (MCCS and Stores) in person and remotely;
- Interview, hire, train, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; direct and manage team to meet or exceed performance and behavioral expectations; address complaints from and resolve problems with colleagues
- Regularly trains and develop employees, recognizing achievements
- Project management responding to business needs
- Lead and manage team performance and coaching strategies
- Ensure successful goal achievement through accountability and ownership
- Partner with key stakeholders to achieve Macy's workplace standards
- Collaborate with leadership to build employee engagement
- Ensure top performance through recruitment, training, and retention
- Lead by example and develop others to exceed expectations
- Maintain courtesy, customer satisfaction, and professionalism
- Assist in development, improvement, and implementation of processes to enhance the colleague and customer experience
- Collaborate and share business updates with leadership
Physical requirements you will perform:
- Walking, standing, communicating, reaching and crouching
- Close vision, color vision, depth perception, and focus adjustment
- Navigating multiple computer applications from a dual monitor setup
- Frequently lifting and moving items up to 10 lbs.
About Macy's
Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.
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