Director, Colleague Support Center

Be part of an amazing story

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Director, Colleague Support Center (CSC) leads a team of HR Contact Center agents and leads, providing support to the enterprise by addressing Human Resources-related questions and concerns received through phone calls and self-service channels. This role serves as a key colleague advocate, actively listening to and responding to the voice of the colleague. The Director drives success by fostering partnerships with all HR functions, including Business Partners, Technology, Benefits, and Learning and Leadership teams. Strong leadership and organizational skills, along with the ability to adapt short- and long-term strategies for the HR Contact Center to meet the Company's evolving needs, are essential for this position.

What You Will Do

Drive Continuous Improvement

• Identify and implement process, technology, and colleague experience improvements.
• Collaborate with HR Continuous Improvement to update processes and procedures to align with contact center needs; ensure the CSC remains connected to HR business partners as functional processes evolve.
• Lead and manage technology initiatives that impact the CSC and HR business functions, providing recommendations to enhance CSC performance and the overall colleague experience.
• Monitor call and case metrics to identify opportunities for volume deflection and improvements in call and case management.
• Regularly review and maintain CSC content to ensure the accuracy and relevance of resources in the AskHR Knowledge Library for CSC agents.
• Offer feedback and updates for HR processes and end-user-facing AskHR Knowledge content based on trends in colleague inquiries through phone and self-service channels.

Leadership

• Oversee the performance and development of the Colleague Support Center team.
• Directly supervise the Sr. Manager and CSC Leads while providing indirect supervision to the agent team.
• Support the Sr. Manager in delivering targeted coaching based on team performance and needs.
• Define annual KPIs and monthly focus areas for the contact center team.
• Monitor KPI and team performance, regularly updating leadership and taking actions to enhance outcomes or address skill gaps.
• Establish strategic direction for training and development initiatives for the team.
• Manage staffing requirements, including ongoing hiring and interviewing processes.
• Promote team recognition by identifying and sharing agent accomplishments with the broader team and within organizational recognition programs.
• Actively seek feedback on CSC needs and opportunities, including working environment, colleague experience, and operational excellence.
• Provide agents and leads with special projects or initiatives to foster professional growth and skill development.

Business Liaison and Partner

• Serve as the primary contact for HR, Technology, and Functional business teams regarding CSC-related updates or changes.
• Assign CSC leaders to maintain regular communication with key business partners, ensuring smooth transitions for changes that affect CSC work (e.g., Stores, Supply Chain).
• Collaborate with HR and Functional business partners to identify solutions for recurring issues or questions impacting colleagues.
• Manage and maintain CSC technology, including VRU, Genesys Cloud phone systems, Salesforce, computer equipment, and TV monitors.
• Ensure timely communication of process changes to the CSC team; work with the Sr. Manager and Leads to update materials, distribute information, and determine training needs.
• Participate in and select agents for Process Improvement discussions, Technology SIT and UAT, and key business initiative rollouts or updates.
• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's aspires to achieve every day in every way.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

Operational Management: Ability to manage day-to-day business operations, providing constructive feedback and navigating challenging conversations with direct reports, business partners, and HR leadership.

Strategic Thinking: Ability to assess the big picture and dive into root causes to drive the business forward.

Leadership: Demonstrates strong leadership qualities, including the ability to build and maintain strategic partnerships across all organizational levels and create development and growth opportunities for others.

Communication: Practices open, continuous communication and values keeping others informed, effectively presenting information in a clear and concise manner.

Problem-Solving: Thinks creatively and strategically to identify and address business challenges and process improvement opportunities.

Technical Skills: Possesses strong PC skills and is familiar with software tools such as Genesys, Salesforce, and Oracle HCM.

Analytical Skills: Uses data to drive informed decision-making.

Collaboration: Works effectively across functional lines, leveraging partnerships to bring key stakeholders together to achieve common goals.

Influencing: Demonstrates the ability to influence others at all levels within the organization.

Organization: Operates in an organized manner, effectively managing priorities and deliverables to meet business needs.

Flexibility: Adapts quickly to changing business needs and can pivot to resolve escalated situations.

Interpersonal Skills: Exhibits strong interpersonal skills with a positive demeanor and the ability to communicate effectively with diverse groups of users both over the phone and in writing. Demonstrates empathy and uses critical listening skills to understand individual colleague needs and perspectives.

Professionalism: Maintains professionalism and composure in all situations, handling confidential information and interacting with customers, colleagues, and teammates with respect.

Emotional Intelligence: Recognizes and understands the emotions, concerns, and needs of colleagues and business partners, enabling more effective partnerships and team collaboration.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 5-7 years of Human Resources, Contact Center, or equivalent experience required.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Macy's

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives. Join us and help write the next chapter in our story - apply today!

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.

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