Contact Management Associate

Hyundai Capital America; Plano (TX); On-site; USD 48,552 - 72,828; Full time

Benefits offered by this job

Medical, Dental and Vision plans

401(k) matching

Vehicle purchase and lease discounts

Paid Volunteer Time Off

Tuition reimbursement

Job summary

Hyundai Capital America in Plano, Texas, seeks an Associate, Contact Management to enhance customer contact through effective dialer administration and strategy execution. Key responsibilities include monitoring dialer performance and managing inbound call allocations.

The ideal candidate will have 2-4 years of call center experience, strong knowledge of dialer systems, and excellent communication skills. The position offers a full-time role with a salary range of $48,552 to $72,828.

Qualifications

• Minimum 2-4 years of call center experience, preferably in auto finance collections.
• Knowledge of dialer and WFM systems including configuration.
• Exceptional communication skills, both verbal and written.

Responsibilities

• Administer in-house dialer and monitor performance.
• Track inbound call volume and manage allocations.
• Support operational issue resolutions and hold meetings with leaders.

Skills

Call center experience

Dialer administration

WFM system configuration

Proficiency in Microsoft Office

Communication skills

Education

Associate Degree or equivalent experience

Tools

Microsoft Excel

Microsoft Access

Microsoft PowerPoint

Job description

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 Take Care of Our People

• 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

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

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

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.

Primary Location: United States-Texas-Plano

Work Locations: Dallas, TX

Job: Operations Support

Job Type: Regular

Overtime Status: Non-exempt

Schedule: Full-time

Minimum Salary: $48,552.00

Maximum Salary: $72,828.00

Job Posting: Jun 5, 2026