Reporting to the respective Business Leader, the Sr. The Customer Service team is laser focused on achieving best-in-class service and to support our mission, we are looking for strategic, innovative and driven leaders to develop and shape this important work. 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.Īt Macy’s Inc., Customer Service is essential to delivering lifetime value and customer loyalty. 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. 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. Our call center teams support and drive hundreds of millions of dollars in sales annually. Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference. Customers come to us for fashion, value and celebration. There’s a reason we’ve been around for 160 years. Typically, a Call Center Manager works with a team of Call Center Representatives in order to provide excellent client care within an organization.Macy’s is proudly America’s Department Store. Who does a Call Center Manager work with? What makes a good Call Center Manager?Ī good Call Center Manager must have excellent communication skills in order to work with clients, train and encourage the team they manage, and effectively convey the organization’s goals to their staff members. They do this through conducting effective resource planning and analyzing key metrics of success. What are the duties and responsibilities of a Call Center Manager?Ĭall Center Managers will have a variety of duties, but they typically develop objectives that reflect the needs of their customers in order to motivate their team to meet and exceed an organization’s goals. CCCM) or equivalent qualification is a plusįrequently asked questions What does a Call Center Manager do?Ī Call Center Manager makes sure that the teams they manage meet company-wide goals in providing sufficient customer support by hiring, training, and motivating staff members.
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).Solid understanding of reporting and budgeting procedures.Knowledge of performance evaluation and customer service metrics.
Experience in customer service is required.Proven experience as call center manager or similar position.Prepare reports for different departments or upper management.Evaluate performance with key metrics (accuracy, call-waiting time etc.).Monitor and improve ordering, telephone handling and other procedures.Hire, coach and provide training to personnel to maintain high customer service standards.Assume responsibility of budgeting and tracking expenses.Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).Develop objectives for the call center’s day-to-day activities.
The goal is to do everything possible to attain goals and achieve great results for our company. As a call center manager, you must also have excellent customer service and communication skills. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.Īn excellent call center manager must be an organized, reliable and results-driven professional. We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.).Conducting effective resource planning to maximize the productivity of resources (people, technology etc.).Developing objectives for the call center’s day-to-day activities.Call Center Manager responsibilities include: