Facility Management Call Center Analyst - Full-time / Part-time

Overview:

The Call Center Analyst supports the Facility Management Call Center (FMCC) and field personnel by providing quick resolution and follow-up to the Macy’s stores maintenance and emergency issues. Additional responsibilities include providing administrative and technical support to the call center and participating in the daily functions of the call center as needed. Perform other duties as assigned.

Essential Functions:

• Support daily operation of the FMCC and related duties
• Prepare, analyze, and distribute daily, weekly, monthly, and annual reports to various departments
• Create, update, and maintain the FMCC website and FM field reports website
• Prepare daily lunch schedules and assignments of Facilities Administrative Support Team Representatives in conjunction with Facilities Administrative Support Team Supervisors
• Maintain all call center office equipment and report service repairs as needed
• Order supplies and maintain supply inventory
• Issue product orders and update work orders accordingly
• Maintain and update archive file of all call center drives, and documents
• Prepare, maintain, and distribute all call center documents and phone lists
• Prepare and maintain the on-call, daily, and weekend duty roster for field engineers
• Operate the Macy’s Inc. Work Order Management System
• Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
• Answer Emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
• Take appropriate actions when answering emergency and non-emergency phone calls
• Perform various FMCC assignments, special projects, and other duties as assigned
• Prepares all FMCC procedural and training manuals
• Regular, dependable attendance & punctuality

Qualifications:


Education/Experience

High school diploma or equivalent preferred

Language Skills

Ability to communicate with peers, managers, and the general public whether verbal or written. Ability to read, write, and interpret instructional documents such as reports and procedure manuals. Excellent written and verbal communication skills.

Mathematical Skills

Able to use a calculator. Basic math functions such as addition, subtraction, multiplication, and division.

Reasoning Ability

Must be able to make sound decisions. Must be able to work independently with minimal supervision

Physical Demands

This position requires regular walking, standing, hearing, and talking. May occasionally be required to stoop, kneel, or crouch. Vision abilities include close vision, color vision, depth perception, and ability to adjust focus.This position also required extended periods of sitting at a computer. Exposed to stressful situations.

Other Skills

Must be able to prioritize and multi- task. Must be able to respond to after hours and weekend calls (24/7). Must be familiar with PC, all Microsoft Office, applications, Adobe Acrobat 10, Lotus Notes, HTML, CSS, Crystal Reports, ASP, JAVA script and VB Script. Must have strong typing skills. Must be able to remain calm in emergency situations. Must possess a strong sense of urgency, excellent follow-up skills, and the ability to prioritize and multi-task. Strong leadership profile and excellent negotiation skills.

Work Hours

Ability to work a flexible schedule based on department and store/company needs.
Macy’s is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.