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.

Beyond our world-class service centers, there are many important challenges to be met in other TES teams like the TES Operations and Product Team, which plays at the intersections of process and technology, and Service Delivery Enablement which develops comprehensive service delivery strategies for our service centers. TES Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (FPSC, Gift Card). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the TES Controller heads up TES Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution.

As a Workforce Management Analyst, you will manage contacts and team member resources for Target service centers. Job duties may change anytime due to business needs

• Staffing Governance & Productivity
  Own the staffing outlook and drive productivity optimization across service centers, ensuring accuracy and integrity in workforce planning process.
• Business Intelligence & Decision Support
  Apply critical thinking and data-driven decision-making to achieve service level and productivity targets, supporting operational excellence.
• Operational Health & Communication
  Monitor and communicate performance trends—positive, negative, and neutral—alongside actionable plans to service center leaders and WFM partners.
• Analytical Strategy Development
  Analyze volume patterns, agent capabilities, and schedule effectiveness to inform strategic workforce planning and service delivery improvements.
• Contingency & Workflow Resilience
  Execute contingency plans in response to unexpected workflow changes or contact arrival patterns, maintaining data integrity and system reliability.

REPORTING/WORKING RELATIONSHIPS:

• Reports to the Sr. Manager WFM TII
• Close partnerships with TES Service Center, HQ & TII

SHIFT REQUIREMENTS:

• Able to work on holidays, and weekends
• 45 Hours/Week with any two consecutive weekly offs
• Rotational Shifts : 24/7 primarily in evening and night shifts

MINIMUM 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

DESIRED REQUIREMENTS:

• Strong PowerPoint Skills with the experience in creating storyboarding & business decks
• Expertise in integrating Excel with Python and utilizing macros for automation.

This description is intended as a guide only. The listed duties may be changed at the discretion of the incumbent’s supervision