Job Overview: The Associate Support Center Operations Manager will closely monitor all intake channels (Phone, Self Service, Chat) and shift workload real-time using the Call Management System and Salesforce to ensure all key metrics and Service Level Agreements (SLA) are maintained at or better than standard. The individual will ensure resources are allocated to meet incoming demand and will act with urgency if backlogs or issues surface that create a delay in our response times. The individual in this role will be responsible for monitoring and forecasting for all metrics relating to Salesforce and the Call Management System. This will include the daily monitoring of performance, recapping performance levels on a regular cadence for senior Associate Support leadership, developing forecasts of future volumes and staff needs, and performing trend analysis. The Associate Support Center Operations Manager will have frequent interaction with Senior Associate Support Leaders and must be comfortable with these interactions. This position will also require excellent interpersonal and communication skills to partner with peers in the Associate Support Center and other areas to make sure key metrics are met, handle escalated customer service issues, and supervise and coach a team of associates that handle chat, self-service, phone calls, and queue management. Perform other duties as assigned. This position is based out of Springdale, OH Essential Functions: • Directly manage a diverse workforce of non-exempt associates and 1 SOEE, who will respond to inquiries and assist in queue management. • Responsible for hiring, developing, completing performance appraisals and disciplining employees in their area of responsibility. • Drive engagement across all direct reports as well as partner with the other Associate Support Center managers and team members. • Independently make decisions to direct the day to day Associate Support Center operations. Based on historical data and real time occurrences, direct the movement of staff to ensure all areas are covered and SLA's maintained. Coordinate NPT requests and break/scheduling coherence. Collaborate with Leadership to report any trends or issues that could potentially impact service levels. • Monitor the impact of all decisions made to understand and drive results including; agent productivity, metrics and reporting to ensure delivery of SLA's, including but not limited to customer service and call quality standards. • Assign all cases and evenly distribute workload in the Salesforce Queue to the appropriate Associate Support Center agent or department. • Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws including interviewing and hiring staff; planning, assigning, and directing work; appraising performance; rewarding and coaching staff; addressing complaints and resolving problems. • Identify training opportunities across the Associate Support Center relating to driving better efficiency and results. • Ensure all data monitors are functioning and continuously displaying data, information and metrics to drive results. • Recommend process enhancements to leadership and partner with the Continuous Improvement team to work to implement enhancements that are approved. • Coordinate and oversee special projects which may or may not be directly related to the day-to-day operations of the Associate Support Center. • Regular, dependable attendance & punctuality. Qualifications: Education/Experience: • Bachelor's degree (B.A.) from a four-year college or university; or two to four years' related experience and/or training or equivalent combination of education and experience is required. • Experience with CMS, VRU, and other telecommunications technologies required. Communication Skills: • Must personally demonstrate outstanding customer service skills including but not limited to the swift response to all internal and external requests for information. • Strong communication, coaching, and motivational skills. Mathematical Skills: • Must have above average mathematical skills, including the ability to compute rates, ratios, and percentages, and the ability to work with mathematical concepts such as probability and statistical inference. Reasoning Ability: • Ability to effectively manage both directly and indirectly, a diverse hourly employees to deliver service level agreements and within work center budget. • Ability to multitask and to meet assigned deadlines. • Ability to work independently, exhibit good judgment, decision-making skills and problem solving abilities. Physical Demands: • This position involves extended periods of sitting and the extensive use of computer and the office equipment. • May involve stooping, kneeling, or crouching. • Involves close vision, color vision, depth perception, and focus adjustment. Other Skills: • Strong analytical skills with attentiveness to detail required. • Proficiency in Excel and Word required; Experience in PowerPoint a plus. • Experience in forecasting preferred. Work Hours: • Ability to work a flexible schedule based on department and company needs. This job description is not all inclusive. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. ,
Website : http://www.macys.com
Macy’s, Inc. is one of the nation’s premier retailers, with fiscal 2012 sales of $27.7 billion. The company operates the Macy’s and Bloomingdale’s brands with about 840 department stores in 45 states, the District of Columbia, Guam and Puerto Rico, and the macys.com and bloomingdales.com websites. The company also operates 13 Bloomingdale’s Outlet stores.