Toyota Care Team Leader

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

Help lead the team at the heart of our customer experience. This is a hands‑on role for an experienced leader who knows how to run a high‑performing team and bring out the best in their people through a values‑led and metric‑focused approach.

Get To Know Us

Manukau Toyota Group has been part of the South and South‑East Auckland community for more than 35 years. We're New Zealand‑owned, proudly connected to the communities we serve, and serious about creating customer experiences that earn long‑term loyalty.

The Role

Help lead ToyotaCare's day‑to‑day contact centre operations. You'll stay close to the floor, monitoring queues, allocating leads, managing outbound dialler activity, balancing workshop demand across our branches, and stepping in when a customer conversation needs experienced support.

This isn't a leadership role from the sidelines. You'll coach live, hold clear standards, keep the team moving towards KPIs, and create an environment where people know what good looks like and feel supported to deliver it.

What You'll Own

• Drive Culture & Performance: Build and drive a vibrant, high‑energy floor culture where fun and focus go hand in hand. Champion the team's success through strong, consistent, and visible people leadership, inspiring agents to stay engaged, motivated, and aligned with hitting daily volume and targets.
• Command Floor Operations: Oversee live queues, shared inboxes and outbound campaigns to deliver swift, seamless, and high‑quality customer touchpoints.
• Lift Frontline Performance: Monitor SLAs, abandonment rates, speed of answer, FCR, booking conversions, and data hygiene whilst taking proactive action the moment results drift from target.
• Deliver Real-Time Coaching: Lead frontline development through side‑by‑side coaching, live call monitoring, interactive 1‑on‑1s, quality reviews, and structured fortnightly training to build a highly skilled, confident team.
• Optimise Group Workshop Capacity: Balance live inbound demand and outbound campaign priorities to maximise and actively fill daily available workshop hours across all branches.
• Champion Data Integrity: Ensure the flawless capture of customer/vehicle details, historical records, active warranties, TNZ campaigns and WOF updates, while maintaining absolute job card accuracy.
• Handle the Hard Stuff: Step into complex or sensitive conversations, resolve serious complaints and give agents calm, practical support.
• Turn Insight into Action: Turn customer feedback, frontline trends, and key CX metrics (NPS, CSAT) into actionable workflow enhancements that continuously elevate the customer experience.
• Change Leadership: Champion the floor adoption of incoming technology platforms. Drive fast‑paced "test-and-lear e" initiatives to build smarter workflows eliminating manual friction points to steadily increase output.

What You'll Bring

• Proven experience leading a contact centre team in a fast paced, KPI driven environment.
• Strong working knowledge of ACD and telephony systems, queue monitoring, email workflows; outbound dialler and sales experience is a real advantage.
• A practical coaching style - delivering constructive feedback that maintains trust and rapport while supporting expectations and accountability.
• An energetic, grounded leadership style that brings focus, consistency and good momentum to the floor.
• Confidence reading live performance data and turning it into clear priorities for the team.
• Excellent judgement when handling escalations, competing priorities and fast‑moving operational issues.
• A sharp eye for process, data integrity and follow-through.

What You Can Expect From Us

• True Growth and Leadership Opportunities: Direct exposure to business transformations and project implementation, giving you a seat at the table to champion ideas and pilot new campaigns. This role offers true leadership development, reinforced by regular, honest feedback channels and high‑level management support.
• Operational Influence: A genuine opportunity to directly shape the performance, daily operations, and growth of the ToyotaCare team.
• A Winning Team Culture: A highly collaborative environment where we work hard, back one another, and always make space to celebrate our wins.
• Exclusive Employee Benefits: Staff discounts on WOFs, servicing and vehicle purchases.