Workforce Management Real Time Support


Job Description

Title: Workforce Management Real Time Support Location: US-TX-Dallas-Plano Other Locations: US-MD-Baltimore-Owings Mills, US-AZ-Greater Phoenix-Chandler, US-IA-Cedar Rapids-Cedar Rapids

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 Real Time Support Specialist.

The primary responsibility of this role is to assist in effectively administering the daily workflow of the Brand Engagement Center to achieve Service Level by managing real time at an interval level to optimize customer satisfaction and operating expenses.

What you’ll be doing

  • Monitor call volume and staffing level via Genesys, NICE CXOne Call Dashboards, Predictive Dialer, and available Workforce Management platforms to meet service level objectives.

  • Provide real time analysis of call center statistics to Team Leaders/Supervisors and Managers.

  • Coordinate same day off phone time of associates for meetings and other ad hoc events.

  • Document all technology issues impacting call volume and service level attainment. Real Time Support is the single point of contact for all.

  • Track all Team Members' unplanned absences.

  • Work on special projects as assigned.

What you bring

  • Working knowledge of Microsoft Office applications (Word, etc.).

  • Working knowledge of spreadsheet software (e.g. Excel) required.

  • Minimum two years experience in a customer service/call center environment.

  • Strong analytical skills.

  • Excellent verbal communication and interpersonal skills.

  • Good written communication skills.

  • Self-starter and independent while also team oriented and results driven.

  • Strong organizational skills and attention to detail.

Added bonus if you have:

  • Call center management software experience strongly preferred.

  • Working knowledge of call routing tools preferred.

  • B.A./B.S. degree in Business or related work experience preferred.

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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