Contact Management Associate

Hyundai Capital•Atlanta, GA

13d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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