Customer Care Floor Leader - KPI-Driven Coaching & Ops

MUSTER LIMITED; Auckland; On-site; NZD 110,000 - 160,000; Full time

Benefits offered by this job

Staff discounts on WOFs

Servicing discounts

Vehicle purchase discounts

Job summary

Manukau Toyota Group is seeking a hands-on leader to head ToyotaCare's contact centre operations in Auckland. You'll coach live, manage queues, monitor KPIs, and ensure high quality customer interactions while staying close to the floor.

This role demands a proactive leader who converts CX metrics into practical improvements, balances workload across branches, and fosters a positive, high-energy team culture with a clear standard of performance.

Qualifications

• Experience leading a fast-paced, KPI-driven contact centre.
• Strong coaching style with the ability to give constructive feedback.
• Proficient with ACD/telephony systems and queue monitoring.
• Ability to read live performance data and set priorities.
• Resilient problem-solver with sound judgment for escalations.

Responsibilities

• Lead floor operations and manage live queues and inboxes.
• Coach agents through live monitoring and 1:1 sessions.
• Drive daily performance against SLAs and targets.
• Balance workshop demand and outbound campaigns across branches.
• Champion data integrity and accurate customer records.

Skills

KPI driven leadership

People coaching

Live data analysis

Escalation management

Operational focus

Floor leadership

Tools

ACD systems

Telephony systems

Queue monitoring tools

Outbound dialer

Job description

Manukau Toyota Group is seeking a hands-on leader to head ToyotaCare's contact centre operations in Auckland. You'll coach live, manage queues, monitor KPIs, and ensure high quality customer interactions while staying close to the floor.

This role demands a proactive leader who converts CX metrics into practical improvements, balances workload across branches, and fosters a positive, high-energy team culture with a clear standard of performance.