Lead Specialist Giftcard Ops
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.
Guest-facing contact centers that directly impact Target's profit and growth while fostering an exceptional guest experience and our strong reputation include: Collections (Loss Prevention, Recovery Operations and Collection Strategy), REDcard® Guest Services (Guest Contact, Fulfillment and Legal & Executive Support), Guest Relations, which engages with guests via all communication channels to strengthen loyalty and drive sales and Target.com Guest Services, which handles all guest inquiries and comments relating to Target.com orders and site issues.
As a Lead Specialist GiftCard Operations, you will provide support and mentoring for team members regarding soft skills, policy/procedures and system functionality. This can include modeling calls, side by sides, as well as handling escalated calls from guests.Lead Specialists should motivate and engage all team members on the floor in all areas of the business. As a Lead Specialist will also help team members provide a Target branded experience with every interaction related to complaints, inquiries, and overall comments about their Target GiftCard experience. Lead Specialists interact with clients/guests, leaders and other key business partners to effectively handle and resolve issues and assist with gaps in process/procedures. They also help in the successful onboarding of new hires providing subject matter expertise and support training classes. Job duties may change at any time due to business needs. Lead Specialists assist in providingoverall floor support to team members by sharing knowledge, resources, and best practices regarding productivity and quality metrics through side by sides, training assistance, and call listening sessions. They may be tasked with handling calls from clients/guests as well as additional phone/email support when needed and as service levels dictate. They assist in identifying, evaluating, and communicating guest trends to leadership in a prompt manner.
- Clear and concise communication skills
- Proven strong interpersonal/teamwork skills
- Displays a positive and flexible attitude
- Proven excellent communications and decision making skills
- Independent and self motivated to meet and exceed prescribed goals.
- Demonstrated leadership ability
- Computer proficiency
- 12 months of guest service / contact center experience, knowledge of retail
- Performance consistently exceeding department standards
- Must be flexible to work evenings and weekends