Analyst Real Time Management
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 service 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 an Analyst, Real Time Management, you will manage daily contacts from team members and business leader, as well as 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. You will manage service level performance for all service centers by analyzing call volume trends, scheduling team members in the appropriate service centers, and the effectiveness of the established staffing schedule in an effort to develop strategies to provide continuous and top level service in accordance with call volume demands. You will effectively execute contingency plans in the face of unexpected workflow changes or variance in daily contact patterns, and will be expected to report out Workforce Management system data with integrity and accuracy. Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.
- Four-year degree or equivalent experience
- Excellent written and verbal communication, with the ability to provide detailed and accurate metric information
- Ability to build strong relationships across the team, your partners, and leadership
- Strong analytical skills, with the ability to determine root cause of problems and identify issues
- Service center experience preferred