Job Location: United States
About:
Macy’s is proudly America’s Department Store. There’s a reason we’ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference.
Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our call center teams support and drive hundreds of millions of dollars in sales annually. We solve problems so our customers can get back to shopping! MCCS is a people-focused culture where we support one another to be our best for our customers. Join a people-focused culture and a FUN, collaborative team! We serve customers across a wide span of hours of operation, allowing for a variety of work shifts and availability of hours. Do you love helping people get answers and solve problems? If so, there’s an opportunity for you to shine at Macy’s Credit and Customer Service.
Job Overview:
Responsible for providing support and analyses for a variety of structured and ad hoc analytics needs in support of Business Intelligence, Telecom, Process Improvement, and other internal and external partners; developing new data sets, analytical tools, and interactive dashboards; working with business partners to develop creative solutions to complex business questions; performing other duties as assigned. This is a non-supervisory Lead Equivalent position.
Essential Functions:
- Develop structured reporting and ad hoc analyses for various projects assigned to the team focused on Call Center Operations (i.e. call type, productivity CES), self-service (i.e. Dotcom/Fusion), IVR enhancements, and others as needed.
- Develop complex interactive and dynamic dashboards.
- Write custom SQL statements to pull data from a variety of databases including MS SQL Server, DB2, and Hive.
- Participate in meetings; collaborate with frontline, Business Intelligence team, and MCCS partners.
- Update and maintain existing datasets and reports.
- Regular, dependable attendance and punctuality.
Qualifications and Competencies:
- High school diploma or general education degree (GED) and three to six months of experience required.
- One year certificate from college or technical school and three to six months of related experience preferred.
- Strong interpersonal skills with proven ability to communicate with diverse groups of users by phone
- Excellent customer service skills and the ability to handle confidential information with the utmost discretion
- Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays
Physical Requirements:
- Requires prolonged periods of sitting and constant communication with customers
- Requires working with multiple computer screens and programs simultaneously for extended periods of time.
- Occasionally required to move/reach, stoop, kneel and crouch
- Frequently lift/move up to 10lbs
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