Team Development Leader - Target Account Services

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 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
Being a change agent for the GCC and drive Team Member engagement of new initiatives
Being responsible for hiring new team members and for promoting the performance development of team members through timely completion of performance reviews
Using leadership strategies that promote business understanding, trust, accountability, communication, recognition, and consistency

Performance Management:
Communicating performance expectations
Understand and take 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
Owning team performance by recognizing strong performance and when performance is not meeting expectations hold team members accountable by taking appropriate corrective disciplinary action including termination of team members

Guest Service:
Leading the team to provide a great guest experience
Managing call escalation and service recovery process
Delivering on guest retention strategy, guest segmentation and for sharing guest intelligence
Identifying, evaluating, and communicating guest trends to leadership in a prompt manner
Taking proactive measures to insure service
Assisting with scheduling issues, lead quality improvements, and assist team with difficult guest contacts
Embracing and executing activities that deepen the guest relationship

Recognition:
Developing, initiating and supporting team member recognition to create a Fast, Fun, and Friendly environment, providing appropriate reward/recognition for the team, and driving 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

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
0 - 2 years of leadership experience
Strong passion for the brand and delivering a great guest experience with every interaction
Ability to demonstrate a track record of producing results
Excellent time management, communication - written and verbal, interpersonal skills
Ability to work independently
Ability to develop team members in a fast-paced environment
Demonstrated problem solving skills
Team Player
Solid analytical ability
Strong PC skills including Microsoft Excel and Word
Ability to supervisor and motivate team members
Desired Requirements
Previous contact center/store 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