Responsible for managing the day-to-day Fraud Prevention operation; providing outstanding customer service; handling escalated customer issues; operating within budgetary limits; managing, coordinating, and evaluating assigned employees; creating and analyzing reports and statistics; performing special projects and other duties as assigned.
Lead and coordinate the daily Fraud Prevention Operations.
Manage a team of 20-30 colleagues with high focus on Signature Customer Service and driving department KPI's.
Lead in the development of all colleagues through coaching, feedback and KPI's.
Analyze call center data to improve colleague performance and customer service.
Leadership, monitoring and reporting of team performance ensuring outstanding customer service, quality and productivity goals are met.
Perform special projects or assignments as directed.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and coach associates; address complaints and resolve problems.
Regular, dependable attendance and punctuality.
High school diploma or general education degree (GED) and one to two years of experience required.
Bachelor's degree from four year college or university and one to two years of related experience preferred.
5 years professional work experience with 2-3 years Contact Center experience;
1-2 years Leadership/Management experience.
Excellent written and verbal 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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages;
Apply concepts of basic algebra.
Ability to carry out instructions furnished in written, oral, and diagram form.
Solve problems involving several concrete variables in standardized situations.
Regularly required to sit, talk, hear, and use hands to finger, handle, and feel.
Frequently required to stand, walk, and reach with hands and arms;
Occasionally required to lift and/or move up to 10 lbs.;
Requires close vision, color vision, and the ability to adjust focus.
Proven ability to lead larger teams of individuals and drive engagement;
Experience in the direct development of team members and drive high performance and department KPI's;
Competence in building strong collaborative relationships across organizations and ability to work cooperatively as part of a team;
Excellent interpersonal skills; ability to multi-task and get effective results;
Ability to manage projects;
Strong analytical skills;
Strong decision-making skills and good judgement;
Computer navigation and keyboarding skills;
Ability to provide outstanding customer service to external and internal customers on a consistent basis;
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.