Overview

Who we are

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.

This position is based in Plano, TX.

Toyota encourages all employees to live within a reasonable commuting distance of their assigned work location. Hybrid work from outside of the assigned work location may be permitted in a pre-approved list of states (AZ, GA) with certain stipulations.

Speak with your recruiter and hiring manager to learn more about our hybrid work program.

Who we’re looking for

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

The Workforce Management team analyzes our daily/monthly/yearly volume to ensure the organization is optimally equipped to handle any fluctuations in the most efficient manner possible.

The Workforce Management Specialist is responsible for introducing team members to Scheduling Administration, Real-Time Support, and Dialer Operations to support Workforce Management departmental objectives around cross-skilling and multi-functional WFM support.

What you’ll be doing

• Collect and report instances of system outages and coordinate operational responses around technology, weather, high call volume, or any other irregular operations events. Levers include coordinating with BTS around agent communications, emergency telecom messaging and deactivating inbound and outbound call flows.
• React to changes in inbound and outbound call volumes and staffing levels utilizing NICE InContact, Outbound Dialer, and NICE IEX to balance occupancy and service level objectives. Levers include adjustments to skilling, call overflow, call prioritization, dialer parameters, approving or canceling offline activities, and approving overtime.
• Administer and execute 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. Monitor up to 400 concurrent agent states through NICE InContact and Acqueon to optimize associate productivity while meeting stringent regulatory dialing compliance requirements.
• Assemble and present a real-time and historical analysis of call center KPIs including intraday service level reporting, dialer efficiency metrics, and agent activity trending analysis. This includes the presentation of the completed analysis and recommendations to both internal and supplier site management.
• Coordinate staffing activities across all Experience Center and First Party Supplier Sites to effectively operate each workgroup as a unified entity. Update all same-day absences and offline activities and optimize the scheduling of future training and schedule change requests to minimize the impact on service delivery. Engage with Supervisors and Supplier Management for the delivery of any necessary action items.

What you bring

• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.) and basic knowledge of call center management software and spreadsheet software experience helpful.
• Strong organizational and stakeholder management skills.
• Strong verbal, written, and analytical skills.
• Ability to build relationships with a broad audience both internal and external to TFS including Operations, Supplier Management, Supplier, IDS, HR, and Training partners as needed.

Added bonus if you have

• Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne/Amazon Connect Call Dashboards phone reporting.
• Experience with Workforce Database tools (i.e. Calabrio, TotalView/IEX, Verint, Aspect).

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:

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

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 or need assistance with your application? Please send an email to [email protected].