Team Lead | TCOM Guest Services

Employer
Target
Location
Brooklyn Park, Minnesota, United States
Posted
Dec 01, 2018
Closes
Dec 09, 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.

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 Team Lead in Target.com Guest Services (TGS), you will provide operational leadership and support for approximately 15 service center team members who resolve guest issues by providing service with heart through phone and email interactions.  You have passion for hiring, leading, and developing your team while driving business results in a fast paced environment, and creating a culture that delivers a great experience for your team through team and individual performance conversations.  You will be responsible for coordinating team and assist with department efforts to achieve the service goals associated with quality, productivity, and guest satisfaction.  You will implement operational strategies that drive team engagement, create a guest focused environment, and leverage your critical thinking and analytical skills to create solutions, drive improvements, and adapt to the changing business needs.  You have a high level of initiative, can organize your time, and are committed to delivering strong results.  You have strong written and verbal communications skills to build and maintain relationships with various levels, leaders, and teams across Target to align priorities and move work forward.  Job duties may change due to business needs. 

About you: 

  • Four year college degree or equivalent experience
  • Prior experience leading or supporting a service oriented and/or call center environment
  • Previous experience in e-commerce or retail leadership preferred
  • Strong technical aptitude and experience with Microsoft Office and service center technology
  • Ability to work flexible days and hours, including evenings, weekends, and holidays to support teams and business needs of a retail environment

Qualifications:

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