Sr. Manager, Colleague Support

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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 Senior Manager, Colleague Support Center leads a team of HR Contact Center agents, 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 Senior Manager drives success through strong leadership skills and by ensuring expected service levels are maintained including timeliness, accuracy, and thoroughness of responses. This role has direct leadership responsibilities for the Colleague Support Center agents, including hiring, training, coaching and development of the team.

The Senior Manager must be able to build and maintain strategic partnerships with department leaders and business partners, provide outstanding customer service, and exhibit extensive HR process and policy knowledge as a subject matter expert (SME). 

This is an in-office role located in Springdale, Ohio.

What You Will Do

• Supervise a local team of hourly colleagues. This includes hiring, training, motivating, coaching, providing real-time feedback, and developing colleagues for career growth. 
• Provide daily/weekly targeted coaching as needed based on feedback received and team needs.
• Review and discuss monthly KPI updates with the leadership team; review department statistics and discuss actions to improve performance or to learn new skills. 
• Ensure department technology is managed and maintained – including but not limited to VRU, phones, Salesforce, and Oracle systems.
• Oversee the management of the AskHR self-service queue. Ensure agents are managing colleague interactions, meeting SLAs and closing cases in a timely manner.
• Cultivate and maintain a strong working relationship with HR Business Partners, Talent Acquisition, Staffing, Legal, and HR Data and Technology partners. 
• Resolve escalated inquiries using de-escalation techniques, as necessary, and provide exceptional customer service to colleagues and internal business partners.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. 
• Special Projects and other duties as assigned. 

Skills You Will Need

Leadership: Demonstrates strong leadership qualities, including the ability to build and maintain strategic partnerships with department leaders and strategic business partners and create development and growth opportunities for others.

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.

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

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

Emotional Intelligence: Recognizes and understands the emotions, concerns, and needs of colleagues and business partners and employs de-escalation techniques when needed, enabling more effective partnerships and team collaboration.

Flexibility: Ability to adapt quickly to changing business needs and pivot to resolve escalated situations.

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

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

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 colleagues’ needs and perspectives.

Collaboration: Works effectively with department leaders and strategic bu