HR Contact Center Specialist

Macy’s is proudly America’s Department Store. For more than 160 years, Macy’s has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. The Macy’s HR team puts colleagues at the center of everything we do.

Are you passionate about helping people grow and develop? Do you love getting people the resources they need to be successful? With approximately 100,000 employees to support, Macy’s Human Resources offers a variety of options for your HR career - from compensation and benefits to talent acquisition and beyond! You’ll work with a team of collaborative HR professionals responding to the dynamic needs of our business functions.

This position is responsible for providing HR support to colleagues Company-wide through incoming phone calls, colleague-initiated chats, and self-service cases. This role as part of the Colleague Support Center will require specialists to ask probing questions to ensure they understand the individual’s question, accurately answer, effectively research, and/or direct the colleague to the appropriate resolution or partner. This role will require escalation of colleague needs to other teams when issues arise. Specialists may need to make outbound calls as needed to resolve issues or questions for colleagues. Specialists must display a high level of confidentiality regarding sensitive inquiries and colleague data. This position has the potential to be a hybrid role to work from home if performance expectations are met.

Perform other duties as assigned.

• Must have excellent customer service skills when speaking to colleagues, effective in demonstrating confidence to the colleague and provide accurate SLAs and expectations, as measured through the department’s quality standards.
• Analyze and utilize all HR records, systems, and case management system to facilitate a comprehensive review of all disputed transactions.
• Interact with the internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Specialist relies on instructions and pre-established guidelines and procedures to perform the functions of the job 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 measurements including but not limited to Service Level Agreements, Call/Non-Call Time Management, Quality and Quantity call center measurements.
• Effectively communicate procedures and policies both verbally and in writing; document accurate case categories and complete case notes within the case management tool to ensure ease of reporting and research as needed.
• Handle self-service cases and chats as assigned based on completed training, achieved skills/knowledge and schedule availability.
• Perform special duties assigned, such as training and special projects.
• Regular, dependable attendance and punctuality.

• High School Diploma or equivalent required.
• 6 months of HR related experience, desired.
• Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.
• Colleague-focused, understanding of individual employee needs. Must be able to express empathy towards employee’s perspective while using critical listening skills.
• Ability to adapt to the needs of challenging calls (i.e., understanding and responding appropriately to emotional responses sadness, anger, frustration, etc.).
• Ability to remain professional in all circumstances to customers, employees, and teammates while handling confidential information with the utmost discretion.
• Excellent communication skills and a positive demeanor.
• Strong customer service and interpersonal skills with proven ability to communicate with diverse groups of users by phone and in writing.
• Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays.

• Requires prolonged periods of sitting and constant communication with colleagues.
• 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.

HRCOM00