Omni Channel Services Administrator

Job Overview:

Responsible for training, supervising, coaching, and developing the Omnichannel Offshore Operations and/or Backline Teams; overseeing assigned Line of Business (LOB); addressing escalated customer service situations; creating and presenting reports to management; performing other duties as assigned.

Essential Functions:

• Train, supervise, coach, and develop partner center staff; track attendance; provide input on performance evaluations.

• Resolve disputes and calibrations.

• Analyze and complete reports and statistical data; resolve issues.

• Gather statistical information; develop customized reporting; provide feedback to all levels of management.

• Contribute creative ideas to automate functions to help achieve departmental goals.

• Complete special projects based on business need.

• Potential for International Travel (Asia or South America).

• Regular, dependable attendance and punctuality.

Qualifications:

Education/Experience:

• High school diploma or general education degree (GED) and six months to one year of experience required.

• Associate's degree or equivalent from two-year college or technical school and six months to one year of experience preferred.

• Supervisory experience preferred.

Communication Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals;

• Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; ability to apply concepts of basic algebra.

Reasoning Ability:

• Ability to carry out instructions furnished in written, oral, and diagram form;

• Ability to solve problems involving several concrete variables in standardized situations.

Physical Demands:

• Frequently required to stand, walk, sit, talk, hear, stoop, kneel, crouch, crawl, reach with hands and arms, use hands to finger, handle, and feel;

• Occasionally required to lift and/or move up to 10 lbs.;

• Requires close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

Other Skills:

• Ability to develop spreadsheets, charts, and graphs;

• strong communications skills;

• Experience with Fedfil, RDS, and Retail MSA/ICM;

• Strong knowledge of MCCS Omnichannel systems and Microsoft Office;

• Ability to handle multiple tasks and be flexible;

• Computer navigation and keyboarding skills;

• Strong organizational and analytical skills;

• Ability to work independently;

• Ability to initiate, participate in, and complete special projects that enhance the overall performance of the department;

• Ability to provide outstanding customer service to internal customers on a consistent basis; experience with Microsoft SharePoint preferred;

• Ability to analyze data and present logical recommendations and arguments;

Work Hours:

• Ability to work a flexible schedule based on department and Company needs.

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.