Manager, Dialer Administration
Apply NowCompany: Hyundai Capital
Location: Atlanta, GA 30349
Description:
Description
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 Manager, Dialer Administration is responsible optimization and maintenance of the dialer system used for inbound and outbound contact center calls. This role will oversee all production/monitoring activities for their assigned team, including all activities pertaining to the support of HCA enterprise Dialer, SMS, and IB routing, and intraday administration of our in-house dialer including execution of daily dialer strategy, monitoring performance, and reporting. This position will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. In addition, this role supports the Collection, Recovery, and other HCA departments as necessary relating to dialer strategy execution, implementation and communication.
What You Will Do
1. Dialer Management
Monitor dialer performance and make necessary adjustments to maximize throughput, minimize drop rates, and optimize agent productivity.
Troubleshoot and resolve dialer-related issues in real-time to minimize disruptions in service.
Point of contact for dialer strategy execution, implementation and communication.
2. Reporting & Analysis
Generate regular reports on dialer performance, including metrics such as call volume, agent productivity, and service levels.
Analyze dialing patterns and make recommendations for improvement.
Provide insights and recommendations for future campaign optimizations based on performance data.
3. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.
Qualifications
What You Will Bring
Minimum 5-7 years progressive experience working with dialer systems in a high-volume, multi-site contact center environment.
Financial Services or related industry.
Bachelor's degree Information Technology, Finance, business or equivalent work experience .
Strong understanding of contact center operations, including call routing, particularly as it relates to system and operational workflow, strategies, and regulations.
Familiarity with application lifecycle administration and release cycle methodology.
Strong technical knowledge of operational systems, operationally related software and business tools.
Excellent problem-solving abilities and attention to detail.
Strong communication and interpersonal skills to work effectively with technical teams and contact center agents.
Ability to handle high-pressure situations and manage multiple tasks simultaneously.
Proven ability to collaborate effectively with various teams to ensure the dialer system supports contact center operations efficiently.
Proficient with Microsoft Office Suite including Excel for data analysis and PowerPoint for presentations.
Ability to work in a self-directed manner with minimal direction or oversight.
Ability to lead, develop and coach direct reports.
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.
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 Privacy2@hcs.com .
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 Manager, Dialer Administration is responsible optimization and maintenance of the dialer system used for inbound and outbound contact center calls. This role will oversee all production/monitoring activities for their assigned team, including all activities pertaining to the support of HCA enterprise Dialer, SMS, and IB routing, and intraday administration of our in-house dialer including execution of daily dialer strategy, monitoring performance, and reporting. This position will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. In addition, this role supports the Collection, Recovery, and other HCA departments as necessary relating to dialer strategy execution, implementation and communication.
What You Will Do
1. Dialer Management
Monitor dialer performance and make necessary adjustments to maximize throughput, minimize drop rates, and optimize agent productivity.
Troubleshoot and resolve dialer-related issues in real-time to minimize disruptions in service.
Point of contact for dialer strategy execution, implementation and communication.
2. Reporting & Analysis
Generate regular reports on dialer performance, including metrics such as call volume, agent productivity, and service levels.
Analyze dialing patterns and make recommendations for improvement.
Provide insights and recommendations for future campaign optimizations based on performance data.
3. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.
Qualifications
What You Will Bring
Minimum 5-7 years progressive experience working with dialer systems in a high-volume, multi-site contact center environment.
Financial Services or related industry.
Bachelor's degree Information Technology, Finance, business or equivalent work experience .
Strong understanding of contact center operations, including call routing, particularly as it relates to system and operational workflow, strategies, and regulations.
Familiarity with application lifecycle administration and release cycle methodology.
Strong technical knowledge of operational systems, operationally related software and business tools.
Excellent problem-solving abilities and attention to detail.
Strong communication and interpersonal skills to work effectively with technical teams and contact center agents.
Ability to handle high-pressure situations and manage multiple tasks simultaneously.
Proven ability to collaborate effectively with various teams to ensure the dialer system supports contact center operations efficiently.
Proficient with Microsoft Office Suite including Excel for data analysis and PowerPoint for presentations.
Ability to work in a self-directed manner with minimal direction or oversight.
Ability to lead, develop and coach direct reports.
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.
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 Privacy2@hcs.com .