Supervisor, Call Center Selling Services

Job Description
Are you ready to 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.
As a Contact Center Supervisor, you lead, coach and develop frontline colleagues to maximize sales. You will teach upselling techniques, product recommendations and how to personalize the Macy's shopping experience by creating connections with the customer. As a Contact Center Supervisor, you oversee all daily sales activities of the specialized selling team by setting an example in guiding your people to achieve revenue goals and performance metrics.
What we can offer you:

• An inclusive, challenging and refreshingly fun work environment
• Empowerment and autonomy to perform impactful work with tangible results
• Competitive pay and benefits rooted in principles of equity
• Coverage across medical, dental, vision and retirement
• Employee Assistance Program (mental health and financial literacy resources)

• Debt-free education benefits include 100% of tuition, books and fees
• Short-term and long-term incentives, annual merit, merchandise discounts
• Learning - Guild, Ignite (powered by Degreed), leadership development programs and boot camp training
• Employee Resource Groups (ERGs), give-back/volunteer opportunities

What you will do:

• Oversee all daily sales and operational activities
• Lead team responsible for servicing customers on inbound calls
• Apply proper sales techniques including upselling and personalization

• Demonstrate sustained achievement of performance metrics and goals
• Develop new sales strategies to maximize selling opportunities
• Ensure colleagues deliver courtesy, customer satisfaction, and professionalism
• Monitor calls and performance stats and provide individual feedback
• Empower your team to offer products and services to maximize revenue

• Coach colleagues to drive performance, product knowledge and tool adoption
• Facilitate call listening sessions to calibrate customer experience
• Develop and maintain positive relationships with other departments
• Work a flexible schedule including days, evenings, weekends, and holidays

Who you are:

• Focused on upholding Macy's dedication to fulfilling ideals of diversity, inclusion, and respect that our company aspires to achieve, every day in every store and office, with every customer and associate
• Able to read and interpret rules, instructions, and manuals
• Experienced in writing routine reports and correspondence
• Capable of speaking effectively to groups of customers and employees

• Skilled in completing financial transactions accurately and proficiently
• Ready to solve practical problems within a variety of sales scenarios
• Provide outstanding customer service on a consistent basis
• Adapt quickly to changing customer expectations and needs
• Strong initiative, decision-making and analytical skills

• Two years of contact center, shared services or equivalent or two years of selling experience and one year of supervisory experience
• Advanced in the use of Microsoft Office Suite tools

Physical requirements you will perform:

• Walking, standing, communicating, reaching, crouching, and climbing ladders

• Close vision, color vision, depth perception, and focus adjustment
• The navigation of multiple computer applications from a dual monitor setup
• Frequently lift and move items up to 10 lbs.
• Ability to sustain long periods of time enclosed in surveillance areas

About Macy's
Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.
Bring your creativity, energy, and ideas to the Macy's team - Apply Today!
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.