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Responsible for service for an area of business, developing and executing service strategies within their respective businesses; providing expertise in executing business strategy and delivering trustworthy advice to influential business leaders from financial planning to operational execution; working closely with MCCS teams at all levels to provide insights, recommendations, and execution support across contact centers; influencing business stakeholders through data analysis and interpretation; collaborating with internal and external partners; organizing and leading meetings with stakeholders to promote collaboration; developing and initiating solutions to operational execution based on analysis and determined opportunities; interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; performing other duties as assigned.
Serve as Point-of-Contact for business partners respective business leaders.
Provide “on-call” support for business partners respective business in regards to strategic direction and communication.
Create execution reporting and playbooks that outline execution direction and mitigation options.
Align with business leaders on execution playbooks via executive summaries.
Close the loop with key partners and business units by sharing insights and recommendations.
Work cross-functionally to identify, address, and solve for volume, productivity, staffing, and service drivers affecting execution.
Responsible for service communication - short-term, intraday, and post-day, such as updates, service challenges, and direction.
Perform historical and forward-looking service analyses within scope of ownership.
Coordinate and participate in service triages with stakeholders.
Understand financial and forecasting assumptions and variables, including, but not limited to, productivity, new hires, and product and process improvement ROI.
Awareness of internal and external variables that may impact service execution: volume, productivity, staffing.
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.
Reviewing intraday volume in Fraud Detection Work Center queues, Fraud Management Systems queues and Call volume to adjust staff as needed.
Partner with Execution team to reassign Fraud Detection Work Center queue priorities to be worked.
Partner with Fraud Operations to provide recommendations based on current queue and call volumes.
Regular, dependable attendance and punctuality.
Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience is required.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Respond to common inquiries and complaints from customers, regulatory agencies, and members of the business community.
Write speeches and articles for publication that conform to prescribed style and format.
Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
Apply mathematical operations to tasks such as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Interpret an extensive variety of technical instructions in mathematical and diagram form.
Solve problems with several abstract and concrete variables.
Regularly required to walk, stand, hear, and talk.
Frequently required to reach with hands and arms.
Occasionally required to stoop, kneel, crouch, and crawl.
Requires close vision.
High level of analytical skills.
Outstanding ability to communicate across all levels of management.
Excellent time management skills.
Computer navigation and keyboarding skills.
Proficiency in MS Office, particularly Excel.
Ability to provide outstanding customer service to external and internal customers on a consistent basis.
Full time with the ability to work a flexible schedule including nights, weekends, and holidays based on department and Company needs.
This job description is not all inclusive. In addition, Company, 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.
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