Manager, Workforce Real Time Operations

Job description

Be Part of an Amazing Story Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work. Job Overview The Manager, Workforce Support & Real-Time Operations is responsible for leading the day-to-day execution of contact center real-time operations, intraday workforce management, and business performance monitoring across multiple customer service channels. This role serves as a key operational leader within the Workforce Management organization, ensuring effective staffing deployment, service level performance, and rapid response to changing business conditions. Reporting to the Senior Manager, Workforce Support & Real-Time Operations, this leader manages a team of Real-Time Analysts and Workforce Administrators responsible for monitoring operational performance, managing intraday staffing actions, supporting schedule administration, and providing real-time visibility into business results. The Manager acts as a critical liaison between Workforce Management, Operations, Customer Experience, Technology, and Support teams to ensure workforce strategies are effectively executed and customer experience objectives are achieved. This role plays a key part in maintaining operational stability, improving workforce performance, and supporting enterprise service delivery goals. What You Will Do Lead and develop a team Real-Time Analysts and Workforce Administrators responsible for intraday performance management, workforce execution, and operational monitoring. Oversee real-time monitoring of contact center performance across Voice, Chat, Messaging, Email, and Back-Office channels to ensure achievement of service level, response time, occupancy, productivity, and customer experience goals. Direct intraday staffing actions, queue management strategies, and resource allocation decisions in response to changing customer demand and operational conditions. Provide leadership and guidance during periods of elevated volume, service disruptions, system outages, weather events, and other operational incidents requiring immediate action. Monitor and analyze workforce performance trends, identifying risks and opportunities impacting customer experience, associate productivity, and operational effectiveness. Partner closely with Operations leaders to execute workforce plans, staffing strategies, and performance recovery actions. Collaborate with Forecasting and Scheduling teams to provide feedback on volume trends, staffing assumptions, schedule effectiveness, and capacity requirements. Ensure timely and accurate communication of operational performance, risks, and recommendations to Workforce Management leadership and business partners. Oversee schedule administration functions, including adherence monitoring, exception management, schedule adjustments, and workforce system support activities. Maintain governance processes that provide transparency into workforce performance, staffing conditions, and operational health. Support implementation and execution of business continuity plans, service recovery efforts, and enterprise command center activities during critical events. Drive consistency in workforce support processes, escalation handling, communications, and reporting practices across all supported business lines. Analyze operational data to identify root causes of service delivery challenges and recommend solutions that improve performance and efficiency. Support testing, implementation, and operational readiness activities for new technologies, business initiatives, and process improvements. Prepare and deliver workforce performance reviews, operational updates, and executive summaries to leadership teams. Foster a culture of accountability, continuous improvement, collaboration, and customer-centric decision making. Perform additional duties as assigned in support of Workforce Management and organizational objectives. Supervisory Responsibilities Directly manage a team of Real-Time Analysts and Workforce Administrators. Establish performance expectations, goals, and development plans for team members. Conduct performance management activities including coaching, feedback, performance evaluations, and career development discussions. Lead hiring, onboarding, training, and workforce planning efforts for the Real-Time Operations team. Develop team capabilities through continuous coaching, mentoring, cross-training, and succession planning. Ensure appropriate staffing coverage across operational hours, peak periods, weekends, holidays, and special business events as required. Promote a highly engaged team culture focused on operational excellence, accountability, collaboration, and service delivery. Drive adoption of workforce management best practices and consistent execution across all team members. Skills You Will Need Workforce Management Expertise: Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management. Contact Center Operations: Knowledge of contact center performance drivers and operational processes across multi-channel customer service environments. Leadership & Team Development: Proven ability to lead, coach, and develop frontline workforce management professionals while driving accountability and performance. Real-Time Decision Making: Ability to quickly assess business conditions, evaluate risks, and implement effective staffing and operational solutions in a fast-paced environment. Analytical Skills: Strong capability to interpret workforce data, ident