Toyota Care Team Leader
Core
Manage daily operations of a 12-person inbound and outbound call centre team, focusing on service, retention, and sales channels.
Role type
Senior IC call centre team leader
Builds
High-performing, engaged team culture and operational efficiency
Domain
Automotive retail / Contact centre operations
Required skills
Team leadership, live coaching, performance management, KPI monitoring, customer complaint handling, process improvement, CRM/telephony systems, change management
Preferred skills
None stated
Technologies
CRM, telephony systems
Responsibilities
Manage daily operations and lead the team, oversee inbound and outbound call activity, monitor team KPIs and call quality, motivate the team to meet performance targets, coordinate outbound campaigns and workshop bookings, handle customer complaints and escalations, maintain accurate customer and booking records, identify opportunities to improve processes and efficiency, trial new technology and campaigns, build online knowledge base with SOPs, lead the team through major change.
Seniority
Senior, hands-on IC