Service Center Manager

About us :

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.

Overview about TII

At Target, we have a timeless purpose and a proven strategy. And that hasn’t happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

The Target Enterprise Services (TES) 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, TES 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.

TES 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 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 :

Bachelors Degree or more from Accredited Universities

Overall experience of 8-10 years in contact center, Financial Service operations or retail services with minimum

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

Openness to work in rotational shifts across 24 / 7, preferably working in US time zones