Contact Management Associate
Contact Management Associate
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Job Description
What You Will Bring
Minimum 24 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.
Resultsdriven achiever with exemplary planning and organizational skills along with a high degree of detail orientation.
Selfconfident 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 vision to monitor and moderate noise levels. 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; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.
California Privacy Notice
This notice only applies to our applicants who reside in the State of California.
If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .
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 valuesdriven 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 nocost and lowcost 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 inhouse dialer including system configuration 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 intraday workforce management processes as needed. This role is also responsible for monitoring and adjusting earlystage inbound call allocation between our vendors and HCA. All positions within the Operations Division are expected to collaborate crossdivisionally 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 intraday monitoring of dialer performance of daily dialer strategy and publishing of reports.
2. Intraday 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 cocreate solutions that enhance individual performance and overall department/team performance.
7. Perform all other duties as assigned.
Required Experience:
IC
Employment Type
Full-Time
