Director, Colleague Support Center

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

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.
• 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

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's aspires to achieve every day in every way.
• 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

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - 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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