Workforce Planning

5 months ago

Altona North, Australia Toyota Full time

Oh what a feeling

We are so much more than just the sum of our parts. Our strength comes from working together, sharing ideas to always find new ways to progress. Together, we are Toyota.

At Toyota we celebrate individual differences, and 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. Afterall, our people are our greatest assets. We do this through employee community engagement, mentorship, development and recognition programs and our annual Women’s Conference.

Together, we are Toyota.

Toyota Motor Corporation Australia is well-recognised for offering:
- Fully maintained motor vehicle including insurance- 13.5% superannuation with subsidised income protection, life and total disability insurance- Annual contribution to your private health insurance worth over $1800- Significant family vehicle lease and purchase discounts- Flexible hours and workspaces, with a hybrid of working from home and in the office- Wellness facilities - free onsite gym, end of trip facilities- Free car parking and discounted onsite cafe- Free onsite primary school holiday program- 5 days paid domestic and family violence leave- Genuine career development: promotions, rotations, study assistance, paid study leave and paid professional membership- Paid volunteer days to support your community and matched giving program- 16 weeks paid primary carers leave, 4 weeks paid parental leave for secondary carers and superannuation paid on unpaid parental leave

What you’ll contribute to

The Quality and Service Division is responsible for planning, coordination, and execution of customer first activities including customer support, service operation foundations and training, in-field product performance and support, warranty, quality planning and engineering in order to retain customers for life through optimised experiences, services and products to grow the market, contribute to profitability objectives and strengthen the Toyota brand.

The Workforce Planning & Analytics Coordinator is primarily responsible for supporting and producing reports and analysis for the Customer Assistance Centre and providing insights into the operation in order to support strategic planning and improve the overall Customer experience.

This is a permanent role based in Altona North.

How you’ll make an impact- Prepare reports by gathering, summarising, and analysing inputs from Salesforce and customer experience systems and monitors performance to target.- Distribute reports to key stakeholders to inform sound decision making- Implement agreed Customer Assistance Centre processes and procedures consistent with set policies to achieve Customer Assistance Centre objectives.- Assist in developing processes and procedures for the Customer Assistance Centre to improve the overall Customer experience and achieve Customer Assistance team objectives.- Support workforce planning and telephony system activities for the Customer Assistance team based on demand and resources to maximise efficiency and service within the Customer Assistance Centre.- Maintain reporting systems to provide the business with accurate and timely information to support planning, budgeting, and forecasting activities.- Provide specialist support for assessing and selecting suppliers to secure delivery of services at expected quality and at optimal cost.- Monitor own tasks with respect to compliance with all relevant regulations and statutory requirements in order to minimise Toyota’s risk exposure and liabilities.

Your attributes - If you’ve got one or more, we’d love to hear from you- Degree qualification in Business, Mathematics, Analytics, or equivalent experience- 2+ years’ accumulative experience.- Experience in data analytics and reporting.- High level proficiency in Excel and Power BI- Experience with salesforce desirable.- Exposure and experience in Contact Centre environments is desirable- Strong understanding of business and its commercial drivers- Strong stakeholder management and excellent interpersonal skills with the ability to build rapport with all.

You’re welcome to find out more by visiting our careers page:
- We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. When you apply, please tell us the pronouns you use._

We are happy to adjust the recruitment process for your accessibility requirements, so please let us know during the recruitment process if there are any reasonable adjustments you may need during the interview process and your preferred type of communication, and we will be in touch to discuss your requirements.

Toyota is an endorsed employer for all women; check out our benefits directly at WORK180.

We don’t require a cover letter or selection criteria to be addressed.

Come with us and help create the future.

Primary Location

Altona North - 4

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