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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 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

The Supplier and Workforce Management team is responsible for outlining and defining best practices for us to manage our volume and activities in the most proactive, effective, and efficient way through any

internal and or external channels and resources. The team works closely with Strategy to ensure there is adequate visibility and preparedness regarding any initiatives that may impact our volume.

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. To accomplish this

goal, the team lends support across multiple fronts:

• Real-time support focused on our daily activities.

• Scheduling to ensure optimal coverage.

• Forecasting to outline models that help us project what to expect.

• Dialer Strategy partners with Strategy, Operations and IDS to develop our Outbound Contact

strategy.

• Dialer Operations executes the Outbound Contact strategy on a daily basis

What you'll be doing

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.

• 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 cancelling offline activities, and approving overtime.

• Coordinate staffing activities across all Experience Center and First Party Supplier Sites to effectively operate each work group as a unified entity. Update all same day absences and offline activities and

optimize scheduling of future training and schedule change requests to minimize the impact to service delivery. Engage with Supervisors and Supplier Management for the delivery of any

necessary action items.

• Assemble and present real-time and historical analysis of call center KPIs including intraday service level reporting, dialer efficiency metrics, and agent activity trending analysis. This includes

presentation of completed analysis and recommendations to both internal and supplier site management.

• 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.

• 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.

What you bring

• Strong verbal, written, and analytical skills

• Prior call center experience

• 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

• Strong organizational skills with ability to prioritize competing tasks

• Prior Excel experience – sorting, filtering, and basic formulas

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

Added bonus if you have

•• Basic knowledge of workforce management software and spreadsheet software experience helpful

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

+ 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 all 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.

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 [email protected] .