Analyst WFM-1
Analyst WFM-1
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Job Description
About us:
As a Fortune 50 company with more than 400000 team members worldwide Target is an iconic brand and one of Americas leading retailers.
Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here we believe your unique perspective is important and youll build relationships by being authentic and respectful.
Overview about TII
At Target we have a timeless purpose and a proven strategy. And that hasnt happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru where Target in India operates as a fully integrated part of Targets global team and has more than 4000 team members supporting the companys global strategy and operations.
The Target Enterprise Services (TES) organization is close to the action when it comes to communicationwhether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts TES comprises several key and high-visibility areas that elevate and nurture Targets distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive knowledgeable and committed servicefrom the inside outthrough enterprise services our people can count on.
Beyond our world-class service centers there are many important challenges to be met in other TES teams like the TES 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. TES Product Design manages and grows loyalty frequency and other marketing programs for all Payment Cards (FPSC 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 TES Controller heads up TES 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
REPORTING/WORKING RELATIONSHIPS:
- Reports to the Manager WFM TII
- Close partnerships with TES Service Center HQ & TII
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
- 4 years of work experience in Contact Center
- Strong working experience of Call Center Forecasting Capacity planning & Scheduling
- 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
- Demonstrates high degree of ability to analyze data using the data to drive decision making and implement effective resolutions
- Strong technical skills ability to work within multiple systems and proficiency MS Power Point Advance excel Data visualization tools e.g. DOMO
DESIRED REQUIREMENTS:
- Strong PowerPoint Skills with the experience in creating storyboarding & business decks
- Expertise in integrating Excel with Python and utilizing macros for automation.
Required Experience:
IC
Employment Type
Full-Time
