Lead Specialist WFM Scheduling

TARGET - Tempe, AZ3.7

Lead Specialist WFM Scheduling
Classification: Non-Exempt
June 2018

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 contact 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 Contact Center Support Services (SCSO) which develops comprehensive service delivery strategies for our contact centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (REDcard, GiftCard). 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 Lead Specialist WFM Scheduling, you will develop, communicate and implement scheduling policies, which meet the unique needs of each functional area within Service Centers. Responsibilities will include applying scheduling policies to the scheduling of team members in various functional areas across one or more internal and vendor Service Center locations. Through analysis of volume trends, agent skills, projected service levels and current staffing, you’ll develop optimal scheduling recommendations that address the potential impacts to Service Center performance and expense; while planning to effectively execute contingency plans due to unforeseen workflow changes. You will focus on optimizing staff productivity through the development and execution of comprehensive vacation allocations and off phone strategies, while ensuring the integrity and accuracy of Service Center reporting through continuous oversight and maintenance of NICE WFM inputs. Job duties may change at any time due to business needs.

About you:
BS/BA degree or equivalent work experience
Strong PC skills and experience with Microsoft Word and Excel
Excellent analytical, problem solving and decision-making skills
Demonstrated ability to work independently, take initiative and handle multiple tasks
Ability to prioritize responsibilities, work under pressure and within time constraints
Effective written communication and presentation skills
Demonstrated flexibility to adapt quickly to departmental changes and conditions