Contact Management Associate

Hyundai Capital; Plano (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plans

Immediate 401(k) matching

Vehicle purchase and lease discounts

Paid Volunteer Time Off

Job summary

Hyundai Capital in Plano, Texas, is looking for a Contact Management Associate who will be critical in supporting customer contact goals by administering the in-house dialer and managing call allocation. The ideal candidate will have 2-4 years of call center experience, particularly in auto finance collections.

This role involves tracking call volumes and supporting daily dialing strategies while collaborating cross-functionally. Benefits include medical plans, immediate 401(k) matching, and vehicle discounts.

Qualifications

• 2-4 years of call center experience, preferably in auto finance collections.
• Knowledge of dialer and WFM systems including configuration and administration.
• Exceptional listener and communicator.

Responsibilities

• Administer dialer operations including daily strategies and reports.
• Track and manage inbound call volumes.
• Support system and operational issues.

Skills

Call center experience

Dialer administration

Workforce management (WFM) system configuration

Communication skills

Microsoft Excel

Organizational skills

Education

Associate Degree or equivalent experience

Tools

Microsoft Office (Excel, Access, PowerPoint)

Job description

Job Description - Contact Management Associate (260000FB)

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 and monitor and adjust 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.

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.

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, and 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.

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.

Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce.

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.

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 (“CCPA”).

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at [e-mail].

Primary Location

United States - Texas - Plano

Work Locations

Dallas, TX 6100 W. Plano Parkway, Suite 2000 - Plano 75093