The Arizona center eliminated all non-escalation call leads in the entire center. All backline positions were terminated. Per upper management, severance will NOT be offered to backline reps due to the (temporary/seasonal) customer service position openings that are available. All backline reps were transferred to customer service phones without training meaning they are hoping that the transferred reps will be terminated for critical errors on calls (and those aren't counted as layoffs). Most backline reps have simply left Macys to find new jobs.
Bumped from @UpzHLws-uwwc for info.