Analyst | Global Svc Delivery

Brooklyn Park, Minnesota, United States
Oct 11, 2018
Oct 21, 2018
Employment Status
Full Time
Description: About us: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.

The Analyst, Global Services Delivery, otherwise known in the industry as a Vendor Operations Specialist, is responsible for driving the overall health of the vendor program, which includes the successful delivery of key performance metrics (i.e. average handle time, quality, and net promoter score).  Acts as the primary  contact for vendor site leadership to communicate business changes and new initiatives. Provides coaching to front-line vendor site leaders, and acts as liaison between internal teams and vendors to ensure Target's policies and procedures are easily understood by global partners. Provides verbal and written updates to internal leaders that highlight vendor results and project updates. Partners with internal business and support teams such as Workforce Management, Quality, and Reporting. Job duties may change at any time due to business needs.

About you: 

• 4-year college degree or equivalent experience

• Prior experience working in a BPO environment (1-3 years) with a understanding of service center operations and metrics

• Self-starter who has proven analytical and problem solving capabilities

• Ability to communicate in a clear and concise manner

• Ability to prioritize, multi-task and adjust to a fast paced environment

• Occasional travel to partner locations globally

• Flexibility with working hours, which occasionally include hours outside of normal scheduled business hours


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