Manager TCOM Guest Services - US

Profile

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.

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard® Guest Services to the Client Support Center, we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.

Guest-facing contact centers that directly impact Target’s profit and growth while fostering an exceptional guest experience and our strong reputation include: Collections (Loss Prevention, Recovery Operations and Collection Strategy), REDcard® Guest Services (Guest Contact, Fulfillment and Legal & Executive Support), Guest Relations, which engages with guests via all communication channels to strengthen loyalty and drive sales and Target.com Guest Services, which handles all guest inquiries and comments relating to Target.com orders and site issues.

As a Manager in Target.com Guest Services, you will be responsible for providing operational leadership and support for approximately 15 service center team members taking guest contacts across a variety of contact channels, including phone, email, and chat. You will be responsible for leading, motivating, and developing your team and other team members; working in a fast-paced service environment, and creating a culture that delivers a great experience for your team members and guests with every interaction. You will be responsible for producing significant business results and driving all aspects of team performance. You will have accountability to implement operational strategies that drive engagement with our teams, a guest focused environment, and delivers on key business objectives by achieving service goals. You will use critical thinking and analytical skills to assess, create solutions, innovate, and adapt to changing business needs. You will responsible for identifying team member or guest trends, driving efficiencies and streamlining process to improve the team and guest experience, and developing coaching strategies to support your team in delivering a brand guest experience. Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you:

• Four-year degree or equivalent experience

• 2 years of leadership experience in guest service oriented and/or call center environment

• Previous experience in e-commerce or retail leadership

• Able to demonstrate a high level of initiative, organize your time, and are committed to delivering strong results.

• Strong written and verbal communications skills to build and maintain relationships with various levels, leaders, and teams across Target to align priorities and move work forward.

• High technical aptitude with proficiency in Microsoft Office Suite and service center technologies

This position will be working from our

Target Northern Campus in Brooklyn

Park. Target strives to balance the safety of our team with the support for our guests and the community. As we work to protect our team members, prospective team members and communities during the current COVID 19 situation, we are making temporary changes to our working environment for many of our roles. Our team members performing this role are temporarily working from home. Please talk with your recruiter should you have questions about any work from home requirements or expectations. Please note this is only a temporary work from home arrangement and team members will be required to return to campus to resume working once instructed to do so.

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.

Company info

Target Brands, Inc.
Website : http://www.target.com/