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Workforce Management Analyst

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keerthanktrade1555
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44 views2 pages

Workforce Management Analyst

Uploaded by

keerthanktrade1555
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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About the job

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.
● Exposure to any 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

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