People Performance Manager - Customer Operations Full time Toyota Finance Australia (TFA) is the country's largest automotive financier.
Our past gives us credibility and knowledge.
But it's what the future holds, and how we can make the world a better place, that excites us.
It's not just about technology but what it can do for people.
In Australia, there are two separate businesses; Toyota Motor Corporation (TMCA) and Toyota Finance Australia (TFA).
While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance, and fleet management.
TFA is a place where difference is celebrated.
We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential.
We're working towards a future where we look out for each other and our planet.
Where we enrich lives with the safest and most responsible ways of moving.
This is the kind of tomorrow we're imagining here at TFA.
What's in it for you Flexible work arrangements We commit to your development through professional development programs, access to Australian Institute of Management courses, online learning opportunities, and more Discounted private health insurance 24-hour a day Employee Assistance and Mental Health Program for you and your family State-based social clubs that run events like Winter Gala Ball, barefoot bowls, cheap movie tickets, and family fun events We want you to be you, so we encourage you to dress for your day when you are in the office Annual salary review, salary benchmarking completed every year, and a generous bonus structure for eligible staff.
Much more... About the role Our Customer Operations Team is looking for an experienced Contact Centre Manager to join our fantastic team.
Reporting to the Head of Customer Operations, as a Customer Operations People Performance Manager, you will manage a dedicated team of front-line team members responsible for managing performance and behaviours while working with other people performance managers within the Customer Operations team to drive and deliver business results and manage the day-to-day functions within the contact centre.
You will have a team coach assigned to all of your team members for technical monthly coaching and support from a group of subject matter experts led by our centre's expert.
We also have a dedicated learning and development team who manage onboarding and upskilling of your team members along with other support teams like workforce planning, reporting, and quality assurance.
You will hold monthly scheduled 1-1 performance and coaching sessions focused on soft skill development, in-role development goals, and future career planning as well as delivering to all our people leader fundamentals.
In this role, you will also manage a specialised team who manage the insurance arm of the contact centre and own a business pillar (for example, Learning and Growth pillar) to support the continued delivery and performance of the business unit in line with the company goals and objectives.
What can you expect? To be able to utilise your Contact Centre Manager experience as well as your strong leadership skills to lead your Customer Operations team.
You will be expected to collaboratively work with stakeholders, peers, and Ho D to: Support and develop team members within the required people leader fundamentals framework to achieve in-role and future role goals through coaching and strong development planning Oversee individual's soft skill development utilising the competency framework and specific and targeted coaching Oversee the operational management of the direct team and support in the management of the department Own and deliver to the requirements of a business pillar driving the department and Operations business forward Participate in operational wide projects such as engagement survey reviews and implementation of countermeasures Your attributes – If you don't meet 100% of the criteria to apply, we'd still love to hear from you.
We celebrate individual differences.
Minimum 2 years of People Leadership experience within a contact centre environment Exceptional verbal and written communication skills to convey decisions and requests in a clear and unambiguous manner High attention to detail and the ability to prioritise competing deadlines in a fast-paced environment Strong and passionate team player and leader, we love what we do, and we take the outcomes of our team, department, and the customer seriously Highly organised and able to prioritise a variety of tasks We are an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We are happy to adjust the recruitment process for your accessibility requirements.
Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.
Come with us and help create the future.
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