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.
Team member-facing contact centers include the Client Support Center (CSC), which provides company-wide, level-one technical support; the Facilities Management Operations Center (FMOC), which acts as the property management hub for Target’s Store locations; Stores Transportation Support (STS), which provides round-the-clock resolution of logistical issues; and Travel Services, which manages all travel and expense-related work for the enterprise.
As Lead Specialist CSC, you will field calls from store clients and oversee the completion of off-phone work. Lead Specialists also focus on supporting the execution of specific operational processes that are integral to the CSC and its function in providing technical support to all Target locations including Headquarters, Stores, and Distribution Centers. You will support a client-focused environment by assisting in program and process execution and improvements, as well as by participating in new hire onboarding initiatives, while also delivering excellence in call quality, productivity, and service level goals. Lead Specialists will oversee the maturation of training content for both new hires and refresher trainings throughout the fiscal year. You will be expected to interact and partner with support teams across Target to address issues impacting multiple stores while communicating to the appropriate audience. Additionally, you will represent the CSC within the Technology Operations Center (TOC), providing real-time support, training, and mentoring for CSC team members to ensure a successful working relationship with Target Technology Solutions (TTS) teams that also operate out of the TOC. You will be expected to assist with quality initiatives where they will listen to calls and provide feedback to leadership on trends that impede the Specialists’ ability to provide an amazing quality experience. Finally, you will maintain department best practices, policies and procedures by collaborating with cross-company partners to adhere to required standards. Core responsibilities are described within this job description. Job duties may change at any time due to business needs.
- High school or GED, or equivlalent experience
- 2+ years of contact center or equivalent experience
- Ability to work independently while also contributing to team and department projects
- Basic presentation and facilitation skills and an interest in sharing knowledge with others
- Strong written and oral communications skills with the ability to interface with all levels of partners
- Ability to effectively manage through operational changes and guide others through strategic change
- Skilled in adapting to changing workloads and ownerships
- Four-year degree preferred
Americans with Disabilities Act (ADA)
Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.
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