Team Development Leader

See Yourself At Target Employing more than 270,000 team members in 47 states, we value creativity, diversity and collaboration in all its forms. From stocking our stores' shelves with fantastic products at great prices to a deep commitment to community giving, Target strives for excellence in every area.

Financial Services

You're right on the money. Our financial products and services drive sales, deepen guest relationships and sustain outstanding profitability.


Purpose

As a Team Development Leader, you will provide day-to-day leadership for a team of approximately 15 contact center team members. You will create an environment that focuses on the guest by achieving quality, productivity, offer and service level goals through a "Brand Experience". You will drive guest retention results to increase credit penetration, execute on the offer strategy to drive guest loyalty, credit penetration, and sales, take action on guest intelligence to improve the guest experience and drive efficiency. You will promote a culture that is Fast, Fun, and Friendly; that ensures a great work environment, promotes two-way communication and encourages and supports skill development.



See Yourself:

Leadership

Leading a team of approximately 12 -15 contact center team members toward the achievement of the established quality, productivity, offer and service level goals

Assisting with development and support of new business strategies for the contact center
Acting as a change agent for the GCC and drive Team Member engagement of new initiatives.

Hiring and promoting on-going team member development to achieve results.

Using leadership strategies that promote business understanding, trust, accountability, communication, recognition, and consistency


Performance Management

Communicating performance expectations

Understanding and taking action on data to drive all aspects of team performance
Providing regular, 1:1 and team feedback and suggestions for performance improvements for all work types

Coaching to service, sales and branch including relationship building, recognition, and progressive skill development

Holding others accountable, recognizing strong performance and taking action when performance is not meeting expectations

Completing team member performance reviews

Owning team performance


Guest Service

Leading the team to provide a great guest experience

Managing call escalation and service recovery process

Delivering on guest retention satisfaction and service recovery strategy, guest segmentation and sharing guest intelligence

Identifying, evaluating, and communicating guest trends to leadership in a prompt manner and taking proactive measures to insure service

Assisting with scheduling issues, leading quality improvements, and assisting team with difficult guest contacts

Embracing and execute activities that deepen the guest relationship.


Recognition
Developing, initiating and supporting team member recognition to create a Fast, Fun, and Friendly environment, provide appropriate reward/recognition for the team, and drive results



Process Improvements

Initiating and supporting strategic initiatives aimed at improving work process, guest satisfaction, and reducing unit costs


Business Knowledge

Developing and maintaining a thorough understanding of policies and procedures to effectively handle calls and maximize leadership and development of team


Communication

Interacting with Team Development Services and other key business partners; both at TFS, to provide adequate communication and training to team on new policies or procedures and/or to provide others with important guest contact trends

Effectively communicating system and/or procedural changes to team members to promote thorough understanding
Writing team member, guest, and department communications


Email/Correspondence

Assisting with moving team members between email/correspondence and phone work during the course of the day

Editing and providing feedback to team members related to their guest responses and drafts

Monitoring email work to ensure that oldest work is completed first and that all email work is in the proper queues

Offering suggestions about what work should be done internally and what can be outsourced.

Alerting Manager and Special Case Team leaders of any "hot" issue emails/correspondence


Supporting additional teams when needed and other responsibilities as assigned.


Being able to quickly adapt to changing business needs




Job Requirements

Minimum Requirements:

Four year college degree or equivalent experience

2-4 years of leadership experience

Strong passion for the brand and delivering a great guest experience with every interaction

Demonstrated track record of producing significant business results

Excellent time management, communication - written and verbal, interpersonal skills

Proven ability to draft, edit, and reply to guest contacts

Ability to work independently

Proven ability to develop team members in a fast-paced environment

Excellent strategic thought process skills

Demonstrated problem solving skills

Team Player

Solid analytical ability

Strong PC skills including Microsoft Excel and Word

Demonstrated supervisory skills and ability to motivate team members

Strong systems/technology background

Previous experience in grocery industry


Desired Requirements:

Previous contact center/store experience.

Email response system experience



See The Rewards

Eligible team members will receive one of the best earnings packages anywhere, including competitive pay, all-around insurance coverage, 401(k), flexible scheduling, training and development and many other perks and benefits. See a place of exciting challenges and rewards. See a place where you'll feel empowered to do something brilliant. See a place filled with creativity and unlimited opportunity. See a place where 'work' could easily be called play. To apply, visit our careers Web site at