Macy's Stores Operations Center Supervisor, Woodbridge Center - Full Time

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 Macy's Stores Operation Center (MSOC) Weekend Supervisor plays an integral role on the Store Environment Team, supporting all Macy’s Inc. locations during catastrophic or business-impacting emergencies and ensuring quick resolutions to maintenance and environmental issues within each store. The Supervisor oversees the daily operation of the MSOC Call Center, often sharing this responsibility with up to three additional supervisors (including EMS and Alarms) on any given shift. The Supervisor responds to emergencies on an “on call” basis to support the business continuity team and works non-standard, flexible hours as needed. Performs other duties as assigned. 

What You Will Do

• Supervise MSOC call center staff, ensuring all incoming calls are answered promptly by monitoring coverage. 
• Manage daily schedules for MSOC colleagues, including lunch and assignment planning, PTO and clock adjustments, and work schedules. 
• Provide coaching, training, development, and mentorship to MSOC colleagues, dedicating 20-30% of time to these activities. 
• Collaborate with the team to establish and maintain priorities daily, following policy and procedure. 
• Operate the Macy’s Work Order System (training provided) or a similar system. 
• Respond to emergency calls from stores via the MACY911 hotline and relay emergency notifications to senior management. 
• Build strong working relationships with facilities executives, store leaders, and contracted vendors. 
• Maintain and improve customer service standards within the call center to support sales growth. 
• Perform various Store Environment support tasks and complete special projects as assigned. 
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.  
• Ensure regular, dependable attendance and punctuality. 

Skills You Will Need

Leadership and Team Management: Ability to supervise call center staff, providing effective coaching, training, development, and mentorship, and ensuring high performance and adherence to protocols. 

Crisis Management: Skilled in responding to emergencies, coordinating quick resolutions, and handling crisis communication with senior management. 

Customer Service Focus: Dedicated to maintaining and improving customer service standards within the call center to support sales and enhance customer experience. 

Analytical and Decision-Making Skills: Strong analytical abilities and sound decision-making skills for prioritizing tasks, solving problems, and making quick, effective choices in time-sensitive situations. 

Interpersonal and Communication Skills: Strong interpersonal abilities to effectively communicate with diverse groups, including facilities executives, store leaders, and vendors, while sharing information clearly with team members. 

Adaptability and Resourcefulness: Ability to adapt quickly to shifting priorities, work independently and as part of a team, and remain resourceful under changing demands. 

Project Management Skills: Organized and capable of managing various support tasks and special projects, ensuring timely completion and adherence to standards. 

Who You Are

• Candidates with a Bachelor's degree or 2-4 years of relevant 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 based on department and company needs. This includes non-standard hours, weekends, and holidays, on-site in a 24/7 call center. Able to be on call to support call center responsibilities.  

What we can offer you