Manager WFM (Remote or HQ flexible)

Employer
Target
Location
Brooklyn Park, Minnesota
Posted
Sep 21, 2022
Closes
Oct 02, 2022
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 service centers, there are many important challenges to be met in other FRS teams. Payments and Financial Operations strategically curate and enable payment acceptance for Target, working with internal and external partners to envision and advocate for the future, manage payment expense, proactively prevent fraud and manage the accounting and controls for FRS. FRS Operations and Product Team plays at the intersections of process and technology, and Service Center Shared Operations (SCSO) which develops comprehensive service delivery strategies for our service centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (REDcard, GiftCard). The Credit Strategy and Compliance team manages the credit card program and related interactions with our bank partner, and includes the Credit Strategy, Credit Risk Underwriting and Compliance functions.

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 a Manager-WFM, you will be responsible for leading and developing a Workforce Management team. The Manager-WFM will act as a primary WFM point of contact, optimizing the interactions between real time management (RTM), WFM scheduling, service center leadership and key business partners in support of multiple Target service centers.

In addition to leading a Workforce Management team, you will take the lead in identifying, documenting and enhancing workforce management processes that drive consistency across service centers. This role will be responsible for creating and maintaining documentation (playbooks) that support schedule optimization; along with guidance for timely execution of staffing/schedule adjustments. Examples include but are not limited to, Break/lunch adjustments, off phone work modifications, facilitation of extra-time/over-time and VTO hours.

In this role you will leverage your critical thinking abilities, utilizing WFM systems to analyze volume trends, agent skilling, and schedule effectiveness, in order to address impacts to service center performance and Guest experience due to planned and unplanned events. Your team will be responsible for monitoring historical and real-time workload in order to best align scheduled resources to workload, across multiple channels and multi-service centers. Responsibilities will also include providing timely and detailed communications, both written and verbal, to service center leadership and business partners, keeping them up-to-date of trends, events and steps taken to minimize impacts on service center performance. Job duties may change at any time due to business needs.

About you:
  • Four year BA/BS degree and/or equivalent experience
  • Ability to provide performance feedback and identify development opportunities
  • Strong technical & analytical aptitude
  • Proficient in process mapping / documentation / project management
  • Communicates effectively across functions and at all levels of the organization
  • Proficiency using MS Office tools such as Access, Excel & PowerPoint to refine data


This position may be considered for a Full-Time Remote or Hybrid work arrangement based on Target's needs. A Hybrid work arrangement means the team members core role will be a blend of virtual and onsite at a Target location. A Full-Time Remote work arrangement means the team member works full-time from home or an alternate location that's not a Target location, does not have a desk at their primary HQ work location and may travel to HQ up to 4 times a year.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado, Connecticut or Nevada residents is $55,800 - 100,400. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. Find competitive benefits from financial and education to well-being and beyond.

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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