Toyota Care Team Leader

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, hands-on Team Leader with energy and drive. Our Call Centre team of 12 has substantial opportunity for growth across all inbound and outbound service, retention and sales channels.

You’ll manage daily operations and lead the floor, using live coaching and structured learning and development to lift performance. Drawing on your leadership experience, you’ll combine a people-first approach with a focus on metrics to build a high-performing, engaged team culture.

You’ll be joining a well-established, New Zealand-owned dealership group with over 35 years of experience serving South and South-East Auckland.

• Competitive base salary of $75,000-$90,000 (based on experience)
• Ongoing leadership development and career progression opportunities
• Opportunity to contribute to process improvements and new initiatives
• A collaborative, supportive team environment
• Staff discounts on vehicle purchases, servicing and WOFs
• The opportunity to join a well-established, respected Toyota dealership group

The Role

• 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
• Help build our online knowledge base by reviewing, documenting and uploading new and improved processes, SOP's and daily operating procedures
• Lead the team through major change with clear communication, practical training and ongoing coaching, addressing concerns and embedding new technology, processes and ways of working.

About You

• A minimum of two years' experience as a call centre Team Leader
• Proven experience managing inbound and outbound contact centre teams
• A 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
• Strong communication, organisational and problem-solving abilities
• A hands-on, approachable leadership style with a focus on accountability
• The ability to manage competing priorities in a fast-paced environment

If you're an experienced contact centre Team Leader ready for a new opportunity to shape team culture and lift performance, we'd love to hear from you.