Workforce Management Analyst

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 Service Delivery Enablement 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, Gift Card). 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 Workforce Management Analyst, you will manage contacts and team member resources for Target service centers. Job duties may change anytime due to business needs

• Productivity: Governance of Staffing Outlook & Optimizing staff productivity, while ensuring the integrity and accuracy of Service Center reporting
• Business Intelligence: You will use strong critical thinking and decision-making skills to ensure that service level and productivity metrics are achieved
• Business Health: Focus on optimizing Staff Productivity & Communicating the good, bad and ugly & action plan with Service Center Leaders & Workforce Management business partners
• Analytical: Analyzing volume trends, agent skills, and schedule effectiveness to develop strategies to provide top level service.
• Contingency Planning: You will effectively execute contingency plans in the face of unexpected workflow changes or contact arrival patterns and sharing out Workforce Management system data with integrity and accuracy

SHIFT REQUIREMENTS:

• Able to work on holidays, and weekends
• 45 Hours/Week with any two consecutive weekly offs
• Rotational Shifts : 24/7 primarily in evening and night shifts

MINIMUM REQUIREMENTS:

• Four year college degree or equivalent education
• 4+ years of work experience in Call Center
• Strong working experience of Call Center Forecasting, Capacity planning & Scheduling and Real Time Monitoring
• Exposure to Workforce planning tools e.g. IEX, NICE, Genisys etc.
• Demonstrated ability to work independently, take initiative and handle multiple tasks
• Ability to prioritize responsibilities, work under pressure and within time constraints

DESIRED REQUIREMENTS:

• Strong PowerPoint Skills with the experience in creating storyboarding & business decks
• Strong Microsoft Excel skills with the ability to work on macros and automation