What are the responsibilities and job description for the Partner Center Admin I position at Macy’s?
About
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 Overview
Responsible for assisting in the growth and development of domestic and/or offshore Partners; analyzing statistical data and managing offshore performance as measured by contractual service level agreements; proactively mitigating issues; initiating, participating in, and executing special projects; initiating customized reporting and providing feedback to all levels of management; developing and presenting spreadsheets, charts, graphs; contributing creative ideas to automate functions to achieve departmental goals; training, supervising, coaching, and developing assigned associates; performing other duties as assigned.
Essential Functions
- Supervise partners while manage performance through trend analysis, process audit, and key reinforcement strategies.
- Maintain relationships and communicate regularly with internal and external partner center team members and departments within Macy’s.
- Manage technology, systems, and access to ensure accurate data and reporting.
- Collaborate and innovate through regular external benchmark analysis.
- Train, supervise, coach, and develop staff; track attendance; provide input on performance evaluations.
- Potential for International Travel (Asia or South America).
- Regular, dependable attendance and punctuality.
Competencies
- High School or GED
- One to three months of related experience and/or training preferred.
- Strong interpersonal skills with proven ability to communicate with diverse groups of users by phone
- Excellent customer service skills and the ability to handle confidential information with the utmost discretion
- Ability to work a flexible schedule with potential domestic and international travel requirements based on department and Company needs.
Physical Requirements
- Requires prolonged periods of sitting and constant communication with customers
- Requires working with multiple computer screens and programs simultaneously for extended periods of time.
- Occasionally required to move/reach, stoop, kneel and crouch
- Frequently lift/move up to 10lbs