HR Contact Center Specialist

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 HR Contact Center Specialist provides HR support to colleagues throughout the company via incoming phone calls, colleague-initiated chats, and self-service cases. As part of the Colleague Support Center, specialists ask probing questions to understand individual queries, provide accurate answers, conduct effective research, and direct colleagues to the appropriate resolution or partner as necessary. This role involves escalating colleague needs to other teams when issues arise. Specialists may also need to make outbound calls to resolve colleague issues or questions. They must maintain a high level of confidentiality regarding sensitive inquiries and colleague data. Additionally, this position offers the potential for a hybrid work-from-home arrangement based on meeting performance expectations.

Work schedule Monday - Friday 10:30 a.m. - 7:00 p.m.

 

What You Will Do

• Provide excellent customer service to confidently communicate with colleagues, ensuring accurate Service Level Agreements (SLAs) and expectations are met, as evaluated by the department’s quality standards.
• Utilize HR records, systems, and case management systems to thoroughly review disputed transactions.
• Collaborate with management to identify trends and issues, offering recommendations for policy and procedure improvements as appropriate.
• Follow instructions and established guidelines while referring exception cases to Supervisor/Manager.
• Provide empathetic, accurate, and timely customer service to maintain a satisfactory or better-quality score on monthly call evaluations.
• Meet all required metrics, including Service Level Agreements, Call/Non-Call Time Management, and quality and quantity call center measurements.
• Clearly communicate procedures and policies verbally and in writing; accurately document case categories and complete case notes within the case management tool for ease of reporting and research.
• Handle assigned self-service cases and chats based on completed training, acquired skills/knowledge, and schedule availability.
• Fulfill special duties as assigned, such as training and special projects.
• Maintain regular, dependable attendance, and punctuality.

 

Skills You Will Need

Independent Judgment: Capacity to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.

Problem-Solving: Capacity to ask probing questions to understand individual queries and effectively research and direct colleagues to the appropriate resolution or partner as necessary.

Professionalism: Capability to remain professional in all circumstances when handling confidential information and interacting with customers, colleagues, and teammates.

Interpersonal Skills: Strong interpersonal skills with a positive demeanor and proven ability to communicate effectively with diverse groups of users both by phone and in writing. Understanding of individual colleague needs and the ability to express empathy towards their perspective while using critical listening skills.

Excellent Customer Service: Ability to provide exceptional customer service when communicating with colleagues, ensuring accurate Service Level Agreements (SLAs) and expectations are met.

Communication: Strong verbal and written communication skills to clearly communicate procedures, policies, and case details to colleagues.

Collaboration: Capability to collaborate with management to identify trends and issues, offering recommendations for policy and procedure improvements.

Adaptability: Ability to adapt to the needs of challenging calls, demonstrating empathy and responding appropriately to emotional responses.

 

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 High School diploma or equivalent are encouraged to apply. 6 months+ of HR-related experience preferred. 
• Regularly required to sit, talk, hear; use hands/finger