Home Based Lead Specialist CSC

Employer
Target
Location
Brooklyn Park, Minnesota
Posted
Jan 05, 2022
Closes
Jan 15, 2022
Employment Status
Full Time
Description:
This role requires residency and maintaining residency in (Minnesota, CST or Arizona, MST) if offered the role.

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.

Team member-facing contact centers include the Client Support Center (CSC) for companywide level-one technical support, Facilities Management Operations Center (FMOC) which acts as the property management hub for our store locations, the Transportation Command Center, Delivery Services (TCC DS), which provides round-the-clock resolution of logistical issues and Travel Services, which manages all travel and expense-related work for the enterprise.

As a CSC Home Based Lead Specialist, you will serve as a technical and process point of contact and share knowledge, resources, and best practices with team members and TMS vendor partners directly from your home. You will collaborate with partners across the organization to scope new work, support continuous improvement in work processes, procedures, identify gaps, trends, and drive process change to support our total team and our clients. You will support the development of training content for both new hire and refresher trainings, along with supporting the facilitation of our new hire classes and onboarding initiatives. You will provide overall 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. As a subject matter expert, you will also support both phone and off phone contacts across channels, support escalated issues, and support the TOC as a liaison with Target Tech. Finally, you will maintain department best practices, policies and procedures and help coach the team to maintain performance goals related to quality and key performance metrics.

Core responsibilities of this job are described within this job description. Please note that your job duties and/or schedule may change at any time due to business needs.

Schedule: Varying hours between 6:00 AM - 6:30 PM CST, 7 days of the week. Weekend rotation every 8th weekend.

About you:
  • High school or GED required
  • Reside within the states of:
    • Arizona (Mountain Standard Time Zone)
    • Minnesota (Central Time Zone)
    • South Dakota (Central Time Zone)
    • Texas (Central Time Zone)
    • Wisconsin (Central Time Zone)
  • Ability to commute to a designated Target office site in certain circumstances
  • Ability to work a flexible schedule including nights, weekends and holidays
  • Access to a home work space that is clear of noise distractions to perform the role
  • Hardwired internet in your home location (Hardwired: using an Ethernet cable to directly connect the Target-issued computer to the modem or router)
  • Meet the minimum bandwidth requirement of 40mbps download/5mbps upload
  • Ability to engage via a Target issued web camera for required meetings, trainings and/or interactions
  • 2+ years of experience in a technical Contact Center and/or Customer Service setting Ability to work independently while also contributing to team and department projects
  • Basic presentation and facilitation skills and an interest in sharing knowledge with others
  • Strong written and oral communication skills with the ability to interface with all levels of partners
  • Ability to effectively manage through operational changes and guide others through strategic change
  • Skilled in adapting to changing workloads and ownerships
  • Ability to safely lift and carry up to 25 pounds of equipment
  • College degree or applicable experience preferred


Additional Home Based requirements:
  • From time to time, and upon request, you may be required to complete an internet speed test and email a picture of your speed test result to your leader.
  • You will be required to deactivate wireless capability when using Target equipment during your work hours.
  • You will be required to save emergency and work telephone numbers (not including online resources) and other required notices in a conspicuous spot in your home workspace.
  • If there are lengthy disruptions to your power or internet service, you will be required to follow specific Target processes which may include taking unpaid time off if applicable.
  • You will take reasonable care to prevent unauthorized disclosure of or access to Target property or information by others in the home worksite.
  • You must log off or lock your Target issued computer when you are away from your workspace
  • Target-issued equipment can only be used for Target business purposes and printing and/or storing proprietary information is not allowed.
  • You must keep your workspace free from any personal cell phones, tablets or other such devices (especially video and audio recording devices).
  • You must maintain Target's dress code expectations while working from home.
  • You must maintain only one designated work location.
  • You must use the surge protector that will be provided with your Target issued equipment.
  • You will not be reimbursed for any home office costs, such as internet, office supplies, or desk furniture.
  • You are expected to follow Target's "Ergonomics in the Workplace" document when setting up your workspace and to ensure a safe work environment.
  • You should have a working smoke detector in or near the workspace.
  • You should have a first aid kit accessible near the workspace.
  • You will be expected to set up all Target issued equipment in your home workspace.**
  • You will be expected to disassemble and return all Target issued equipment as directed by your leader upon request and/or upon the ending of your role.**


By submitting an application you acknowledge that you can meet all the above listed requirements

**Target will provide a reasonable accommodation to a qualified team member with a disability that prevents them from meeting this requirement, consistent with applicable law. If you believe you require an accommodation, please inform TA so that we can engage in a conversation to discuss possible accommodations. Americans with Disabilities Act (ADA) Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Qualifications:

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