Workforce Management Manager jobs in Mesa, AZ

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who We’re Looking For

Toyota’s Workforce Management Department is looking for a passionate and highly motivated Dialer Specialist.

The primary responsibility of this role is to monitor and provide real time dialer support and support dialer workgroup goals and strategies.

What You’ll Be Doing

• Monitoring and providing real time support to maximize dialer efficiency and effectiveness by:
• Administering and executing day to day dialer campaigns for multiple workgroups utilizing collections, servicing and marketing strategies that at peak volumes produce up to 10,000 outbound calls per hour.
• Monitoring up to 700 concurrent agent states through various systems to optimize associate productivity through pacing in multiple outbound campaigns.
• Make instantaneous, independent real-time decisions regarding modifications to multiple outbound dialing campaigns during times of technical issues, business continuity situations and other unexpected changes in CSR staffing conditions and/or technology failures.
• Supporting Dialer Workgroup Goals and Strategies by:
• Interacting with local team leaders regarding associate and campaign performance.
• Interacting with Technical and Operations teams to support dialer related technical issues and tickets.
• Supporting Dialer Analyst by providing feedback with upcoming dialing strategies and preparing daily reporting.
• Preparing and presenting reporting on Key Performance Metrics for Operations Leadership.
• Providing research support to Dialer Analyst regarding compliance with outbound dialing regulations and business rules.
• Analyzing data that supports company business initiatives and strategies.
• Assisting with verifying and reskilling agents as needed
  
  

What You Bring

• Minimum two years’ experience in a customer service/volume call center environment with a minimum one-year experience in a collection environment/capacity
• Proficient with MS Word, MS PowerPoint, MS Excel and Microsoft Outlook
• Basic knowledge of Cloud Based Dialers and Telephony infrastructure
• Excellent verbal communication and interpersonal skills
• Self-starter, team oriented, and results driven
• Strong decisive insight, organization, attention to detail, and problem-solving skills in a team environment
  
  

Added bonus if you have

• BA or BS degree or an equivalent combination of education and work experience
• Proficient in Automated Call Distributor (ACD)/Telephony & Dialer systems; Monitoring and Operations
• Previous experience in scheduling, skills-based routing, and dialer administration/implementation
• Experience with gap analysis and problem identification through understanding of large data sets and procedures
• Experience working with SQL queries and other data administration tools/processes
• Experience operating in highly regulated and compliance driven environments
  
  

What We’ll Bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility, and respect
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Flexible work options based on business needs
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
  
  

Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10 different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.