Shared Services Workforce Management Supervisor


Job Description

Title: Shared Services Workforce Management Supervisor Location: US-TX-Dallas-Plano Other Locations:

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.

Who we’re looking for

Toyota’s Workforce Management Department is looking for a passionate and highly-motivated Shared Services Supervisor.

The primary responsibility of this role is to lead a team managing headcount planning, resource allocation, forecasting, volume management, scheduling, and real time support for all inbound, outbound, email, chat, and case management business units of your client, Toyota Motor North America.

What you’ll be doing

  • Oversee the coaching and development of a team of 7 direct reports as well as potential future Corporate Partners engaged in varying functions for Workforce Management.

  • Work directly with industry peers within other Workforce Management divisions in Toyota Financial Services's and Suppliers' Workforce Management support organizations to ensure an integrated approach to forecasting and planning.

  • Interact with leaders and key stakeholders in Planning, Support, and Strategy to understand and proactively react to all changes affecting the business.

  • Identify, evaluate, and advance opportunities to increase efficiencies throughout the organization.

  • Maintain a role as technical Subject Matter Expert for all Workforce Management applications including IEX. Coordinate data connectivity and reporting needs with Business Intelligence and Telephony groups in order to support ongoing and one-off data mining and analysis projects.

  • Engage in training and development programs to ensure continued learning and self-development.

What you bring

  • B.A./B.S. degree in Business.

  • Minimum of 2 years of experience as Subject Matter Expert in Workforce Management.

  • Minimum of 3 years of experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions.

  • Advanced Understanding of Workforce Management Software such as Interactive Intelligence/ Genesys (preferred), NICE IEX or NICE Cloud Workforce Management.

  • Background in Workforce Management forecasting for mid to large sized organizations including time series decomposition methodology.

  • Ability to interact effectively with all levels of management.

Added bonus if you have:

  • Previous supervisory experience of small multi-site work groups.

  • SQL user proficiency.

  • Understanding of telephony, Interactive Voice Response call routing, NICE CXOne Call Dashboards, and Genesys reporting.

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

  • Vehicle purchase & lease programs

  • 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, child care, schools and more

  • Flexible spending accounts

  • Relocation assistance (if applicable)

What you should know

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. 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 or need assistance with your application? Check out the How to Apply section of our careers page on!

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.

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