Care Call Center Team Leader: Elevate Performance

Musterrecruit; Howick; On-site; NZD 75,000 - 90,000; Full time

Job summary

East & South Toyota is seeking an experienced Team Leader to manage our call centre floor of 12, focusing on inbound/outbound service, retention and sales channels. You will coach daily, monitor KPIs and drive performance in a hands-on, people-first environment.

You'll join a NZ-owned dealer group with 35+ years in the industry across South Auckland. The role offers accountability, growth opportunities and a collaborative team culture.

Qualifications

• Minimum 2 years of call centre Team Leader experience.
• Proven experience managing inbound and outbound contact centre teams.
• Solid understanding of contact centre operations, KPIs and performance management.
• Demonstrated skill in coaching, motivating and developing team members.
• Confidence using CRM, telephony and contact centre systems.

Responsibilities

• Manage daily operations, lead the team and improve performance.
• Oversee inbound and outbound call activity, live queues and customer enquiries.
• Monitor team KPIs, service levels, call quality and booking conversions.
• Motivate the team to meet performance targets through live, daily coaching & development.
• Coordinate outbound campaigns and workshop bookings across multiple branches.
• Handle customer complaints and escalations.
• Keep customer, vehicle and booking records accurate.
• Identify opportunities to improve processes, efficiency and customer satisfaction.
• Trial new technology, campaigns and lead channels, and apply what you learn.
• Lead the team through major change with clear communication, practical training and ongoing coaching.

Skills

Call centre leadership

Team leadership

Coaching & development

CRM systems

KPIs & performance management

Communication

Organizational skills

Problem solving

Tools

CRM software

Contact centre software

Job description

East & South Toyota is seeking an experienced Team Leader to manage our call centre floor of 12, focusing on inbound/outbound service, retention and sales channels. You will coach daily, monitor KPIs and drive performance in a hands-on, people-first environment.

You'll join a NZ-owned dealer group with 35+ years in the industry across South Auckland. The role offers accountability, growth opportunities and a collaborative team culture.