Analyst WFM

As a Workforce Management Analyst at Target, you will manage contacts and team member resources for Target service centers. You will own the staffing outlook and drive productivity optimization across service centers, apply critical thinking and data-driven decision-making to achieve service level and productivity targets, and execute contingency plans in response to unexpected workflow changes or contact arrival patterns.

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, Genesys 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
• Ability to influence across levels and partners (e.g. hourly team members, senior leaders)
• Readiness to navigate escalated or delicate/sensitive situations and work to resolve conflicts
• Strong communication skills: verbal, written and meeting facilitation
• Willingness to embrace ambiguity and remain flexible

Benefits

• 401k Matching
• Retirement Plan
• Generous Paid Time Off