New SETL

[BaldGuy6]

Hey guys/gals...I’m new here and will be joining as a new Service and Engagement Team Leader. I would like to hear from those in this position and how you like it, what your day looks like, your schedule, etc.

Do you have an office space to work? What would you say your percentage of office work to floor work would be on a daily basis?

What does the Executive Service and Engagement Team Leader do?

I’m excited and come with many years of customer service experience. Thanks in advance for all your responses!

 

[Planosss]

Please use the search option on this forum, and umm welcome..

 

[Hardlinesmaster]

Welcome!

Archived - GSTL/SETL tips and tricks?

Howdy everyone! I’m newly in role and I’m looking for ways to implement some cool stuff into our store. For example, one of our GSAs printed and laminated copies of all food codes and stuck them to registers for quick references. Have you or any other leaders at your store implemented something...

www.thebreakroom.org

 

[Black Sheep 214]

Welcome!

 

[BoxCutter]

Welcome to TBR!

 

[happygoth]

 

[Noiinteam]

Greetings!

 

[Grable69]

I spend about 80-90% of my time on the front.You do have a desk but your only in TSC for your emails and workday mostly.

 

[Hardlinesmaster]

To the op. You should be at the front end, 95% of your time.

 

[BaldGuy6]

I spend about 80-90% of my time on the front.You do have a desk but your only in TSC for your emails and workday mostly.

How does it work if there is more then one SETL?

 

[Times Up]

How does it work if there is more then one SETL?

There usually isn't too much overlap if there is 2 SETLs.

 

[BaldGuy6]

There usually isn't too much overlap if there is 2 SETLs.

What is the typical schedule like?

 

[Meli4Target]

What is the typical schedule like?

Per the opp model guide S&E leadership should be working during peak hours. ASANTS, so peak hours at your store might be different then others, however my guess is you're going to work a lot of mid shifts (10am-6:30pm or 11am-7:30p) depending.

 

[akawall2]

A typical day of mine includes coming in, checking my email/grid/NPS scores, heading to the front where I spend 90% of the time... if opening the store: opening self-checkout and guest services registers and writing an opening email before heading home get added to that list. If closing, gotta make sure to close all the registers of the store, walk the cart attendant, make sure the front is branded and zoned, leave the money bags organized in the safe and write a closing email before heading out.

Also, is very important to make sure that everybody at the front takes their breaks and lunches without hitting compliance. Another thing you gotta make sure as a SETL is to have close to no lines at the front, you gotta act proactively and request backup from other departments when it starts to get overwhelming. Similarly, you also gotta make sure there are always enough baskets and carts available. You will be responsible for overseeing Guest Services and make sure that OPU and Drive up(if applicable) are getting prioritized over returns. Being able to give amazing Customer Service goes without saying.

The ETL-SE's role is to oversee that YOUR work is getting done, that metrics are being met or exceeded, and if not, reacting and doing whatever is necessary to bring them up, to hire/fire people from the front, make the schedule for their entire department, they are also in charge for the overall service around the store and also of any events that the company may do at the store.

It might sound like a lot, but depending on how much your store sells you might have 2 or more SETLs. To give you an example, my store has 5 SETLs, but we are the highest selling store in the region. You would also receive help from ex-Guest Service Advocates or people looking forward to getting promoted, those will be your right hands to deal with things like getting change, giving breaks/lunches or helping a guest while you're busy with something else.

Welcome and by any means do not get discouraged! The job Core Duties sound like a lot, but I tell you, you will have a lot of downtime and if you know how to manage your people, your shifts will go like a soft breeze. Also, you might not even have to open or close, my store has us doing those shifts because of our high sales volume.

 

[Staffwoman]

A typical day of mine includes coming in, checking my email/grid/NPS scores, heading to the front where I spend 90% of the time... if opening the store: opening self-checkout and guest services registers and writing an opening email before heading home get added to that list. If closing, gotta make sure to close all the registers of the store, walk the cart attendant, make sure the front is branded and zoned, leave the money bags organized in the safe and write a closing email before heading out.

Also, is very important to make sure that everybody at the front takes their breaks and lunches without hitting compliance. Another thing you gotta make sure as a SETL is to have close to no lines at the front, you gotta act proactively and request backup from other departments when it starts to get overwhelming. Similarly, you also gotta make sure there are always enough baskets and carts available. You will be responsible for overseeing Guest Services and make sure that OPU and Drive up(if applicable) are getting prioritized over returns. Being able to give amazing Customer Service goes without saying.

The ETL-SE's role is to oversee that YOUR work is getting done, that metrics are being met or exceeded, and if not, reacting and doing whatever is necessary to bring them up, to hire/fire people from the front, make the schedule for their entire department, they are also in charge for the overall service around the store and also of any events that the company may do at the store.

It might sound like a lot, but depending on how much your store sells you might have 2 or more SETLs. To give you an example, my store has 5 SETLs, but we are the highest selling store in the region. You would also receive help from ex-Guest Service Advocates or people looking forward to getting promoted, those will be your right hands to deal with things like getting change, giving breaks/lunches or helping a guest while you're busy with something else.

Welcome and by any means do not get discouraged! The job Core Duties sound like a lot, but I tell you, you will have a lot of downtime and if you know how to manage your people, your shifts will go like a soft breeze. Also, you might not even have to open or close, my store has us doing those shifts because of our high sales volume.

It must be a comfort to know that getting "YOUR work done" can calling for backup. If my work doesn't get done for whatever reason, it's still MY work. I can't call for backup. So if miss a day, my work sits there. How many times has a cashier called off, come in the next day, and a line is still there. But I hear all the time, "We had a call off up front, everybody needs to respond." I get it. It's Target's system.

 

[akawall2]

It must be a comfort to know that getting "YOUR work done" can calling for backup. If my work doesn't get done for whatever reason, it's still MY work. I can't call for backup. So if miss a day, my work sits there. How many times has a cashier called off, come in the next day, and a line is still there. But I hear all the time, "We had a call off up front, everybody needs to respond." I get it. It's Target's system.

The reason the front gets prioritized is because that's the last impression the guests get before they leave the store. I don't know if you've noticed, but the company is focusing 100% on service and engagement, which means we are in the spotlight constantly, hence why we have to call for backup when needed. Also, we only call for backup to ring guests, not to do anything else afterwards, any work relating the front we still have to do it ourselves.

 

[Staffwoman]

The reason the front gets prioritized is because that's the last impression the guests get before they leave the store. I don't know if you've noticed, but the company is focusing 100% on service and engagement, which means we are in the spotlight constantly, hence why we have to call for backup when needed. Also, we only call for backup to ring guests, not to do anything else afterwards, any work relating the front we still have to do it ourselves.

Get carts, carryouts, take out drive up orders, etc. I suppose all the times I did those aren't front end jobs? I agree with you to a point, but when there's a call for backup and I see 4 people standing face in talking at the line buster cart, there's an issue. Maybe that doesn't happen at your store, but it does at mine. My tl just told me Friday that there's a storm brewing because there are too many calls for backups while people are talking at the line buster cart.

 

[akawall2]

Get carts, carryouts, take out drive up orders, etc. I suppose all the times I did those aren't front end jobs? I agree with you to a point, but when there's a call for backup and I see 4 people standing face in talking at the line buster cart, there's an issue. Maybe that doesn't happen at your store, but it does at mine. My tl just told me Friday that there's a storm brewing because there are too many calls for backups while people are talking at the line buster cart.

Yeah that sounds like a problem with management at the front of your store. That's a clear indication of loafing/understaffing/mismanagement. My store used to have similar problems and that's why my Store Director did a clean-up of SETLs before I got here. Now we make sure that everyone is always doing something, on break, or lunch. We also have a fully staffed schedule and even if we get 2 or 3 call outs we end up fine. Just like your TL said, if you have a competent Store Director and ETLs, they will catch up with whatever is happening at your store and hopefully turn things around.