Description
Macy’s is hiring a Manager, Workforce Support & Real-Time Operations to lead the day-to-day execution of contact center real-time operations, intraday workforce management, and business performance monitoring across voice, chat, messaging, email, and back-office channels. The role manages Real-Time Analysts and Workforce Administrators, directs staffing and queue decisions, supports schedule administration and business continuity, analyzes operational data, and partners with Operations, Forecasting, Scheduling, Technology, and Support teams. The position requires workforce management expertise, contact center operations knowledge, leadership experience, analytical and communication skills, and typically 5+ years of relevant experience.
