Manager WFM

Workforce Manager

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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. This includes 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.

• REPORTING & WORKING RELATIONSHIPS:

• Reports to the Sr. Manager WFM TII

• Leads a team 10-15 Analysts (Open question on #)

• Has dotted line relationships with Sr. Mangers WFM in HQ

• Close partnerships with Service Center, L&D, Operational Excellence Teams, FRS, Digital and EDABI

• MINIMUM REQUIREMENTS:

• Bachelor’s degree or more in any discipline

• 3+ years of leadership experience in contact center, Financial Service operations or retail services, with

  demonstrated track record of producing significant business and operational result

• Ability to flex shift schedules (16/7 operations) to meet the demands of the business; open to limited

  domestic and international travel as required

• Demonstrate high level of initiative, critical thinking, problem solving, time management and is committed

  to delivering strong results

• Strong written and verbal communications skills to build and maintain relationships with various levels,

  leaders, and teams to align priorities and move work forward.

• High technical aptitude with proficiency in Microsoft Office Suite and service center technologies

• Proficient in process mapping / documentation / project management

  This description is intended as a guide only. The listed duties may be changed at the discretion of the incumbent’s supervisor