Contact Management Associate at Hyundai Capital America in Atlanta, Georgia

Job Title

Associate, Contact Management

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for the following benefits: Medical, Dental and Vision plans that include no-cost and low-cost plan options, Immediate 401(k) matching and vesting, Vehicle purchase and lease discounts plus monthly vehicle allowances, Paid Volunteer Time Off with company donation to a charity of your choice, Tuition reimbursement

What to Expect

The Associate, Contact Management plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration, execution of daily dialer strategy, monitoring performance, and reporting. This role is responsible for monitoring vendor dialer productivity and providing strategy guidance by delivering specific strategy logic to the vendors. In addition to dialer administration, this position will support intra-day workforce management processes as needed. This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and HCA. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

What You Will Do

1. Dialer administration including opening/closing processes, intra-day monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports 2. Intra-day inbound call volume tracking and allocation change requests 3. Provide front line support for system and operational issues affecting operations including issue tracking and resolution. 4. Hold meetings with operations leaders to discuss productivity concerns and or positive trends 5. Monitor agent dialer schedule adherence and follow up with management/agents to assure maximum staffing 6. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance 7. Perform all other duties as assigned

Qualifications

What You Will Bring: Minimum 2-4 years of call center experience (auto finance collections preferred) including dialer administration and WFM system configuration, Associate Degree or equivalent experience, Knowledge of dialer and WFM systems including configuration and administration, Exceptional listener and communicator who effectively conveys information verbally and in writing, Resourceful team player who excels at building trusting relationships with customers and peers, Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation, Self-confident attitude and a positive demeanor, Copes well with change and comfortably adapts to new situations, Proficient in Microsoft Office products with a focus on Excel, Access, and Power Point

Work Environment

Employees in this class are subject to extended periods of sitting, standing and walking, and using a computer. Work is performed in an office environment

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors.