Workforce Management Analyst

About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. At Target, we have a timeless purpose and a proven strategy and that hasn’t happened by accident. Some of the best minds from diverse 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 Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

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 diverse backgrounds. We believe your unique perspective is important, and you'll build relationships by being authentic and respectful. At Target, inclusion is part of the core value. We aim to create equitable experiences for all, regardless of their dimensions of difference. As an equal opportunity employer, Target provides diverse opportunities for everyone to grow and win

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
• Strong Microsoft Excel skills with the ability to work on macros and automation.
• 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