Sr Business Partner | Quality Programs

Employer
Target
Location
Brooklyn Park, Minnesota, United States
Posted
Jul 14, 2018
Closes
Aug 22, 2018
Employment Status
Full Time
Description: Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.The Financial and Retail Services (FRS) 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, FRS 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 contact centers, there are many important challenges to be met in other FRS teams like the FRS Operations and Product Team, which plays at the intersections of process and technology, and Contact Center Support Services (SCSO) which develops comprehensive service delivery strategies for our contact centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (REDcard, GiftCard). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the FRS Controller heads up FRS Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution. As a Sr Business Partner Quality Programs you will drive service center initiatives that improve agent performance and support improving guest experience.  This will be done by ensuring that each service center quality programs is adequetly measuring agent performance and by digging into key process opportunities using speech analytics.  You will work with service centers leaders to deliver solutions that improve the quality of agent performance by using reporting, calibrations, and trend analysis to pinpoint focus areas.  Being able to tie multiple sources of data  such as survey, call analysis, agent performance analysis will be critical to help ensure focus is on the right area to drive solutions that positively impact the business.  You will also be able to need establish a collaborative relationship with Target India peers who will help support the projects you are working on. Job duties may change at any time due to business needs.About you:
  • 4+ years of process improvement and project management experience
  • Excellent communication and organizational skills
  • Strong interpersonal skills
  • Ability to work well independently
  • Strong critical thinking and problem solving skills
  • Flexibility to work non-traditional hours as business necessitates
  • Ability to travel internationally for multiple weeks, if necessary
  • Strong PC skills including Microsoft Excel, PowerPoint, and Word.
  • 4 year college degree

Qualifications:

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