Lead Specialist Workforce Management 3

About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.

Overview about TII

At Target, we have a timeless purpose and a proven strategy. And that hasn’t happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

The Target Enterprise Services (TES) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts, TES comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

Beyond our world-class service centers, there are many important challenges to be met in other TES teams like the TES Operations and Product Team, which plays at the intersections of process and technology, and Service Delivery Enablement which develops comprehensive service delivery strategies for our service centers. TES Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (FPSC, Gift Card). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the TES Controller heads up TES Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution.

As a WFM Lead Specialist, you will manage contacts and team member resources for Target service centers. Job duties may change anytime due to business needs

• As a WFM Lead Specialist, you will manage contacts and team member resources for Target service centers
• You will use strong critical thinking and decision-making skills to ensure that service level and productivity metrics are achieved
• You will provide detailed communication, both written and verbal, throughout the day to Workforce Management business partners and Service Center leaders
• Responsibilities include managing service level performance for all service centers by analyzing Intra-day volume trends, agent skills, and schedule effectiveness to develop strategies to provide top level service
• You will effectively execute contingency plans in the face of unexpected workflow changes or contact arrival patterns and sharing out Workforce Management system data with integrity and accuracy
• You will identify and routinely link with Target partners whose activities may impact volume so these can be factored into forecasts to avoid unexpected volume spikes resulting in poor guest service
• You will collect metrics on the service and staffing on service centers, analyze this data to determine what trends exist, and share meaningful insights with service center partners

REPORTING/WORKING RELATIONSHIPS:

• Reports to the Manager WFM TII
• Close partnerships with TES Service Center, HQ & TII

SHIFT REQUIREMENTS:

• Able to work on holidays, and weekends
• 45 Hours/Week with any two consecutive weekly offs
• Rotational Shifts : Rotational Shifts : 24/7 primarily in evening and night shifts

MINIMUM REQUIREMENTS:

• Four year college degree or equivalent with 2+ yrs. Service Center experience
• Strong critical thinking and decision-making skills
• Demonstrated ability to work independently, take initiative and handle multiple tasks
• Strong technical skills, ability to work within multiple systems and proficiency MS Power Point, Advance excel, Data visualization tools

Ability to prioritize responsibilities, work under pressure and within time constraints