Contact Center Manager Jobs in Decatur, GA (NOW HIRING)

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 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 & Strategy

• Administer and configure dialing platform settings, campaigns, contact strategies, call routing, and dialing logic.
• Execute daily dialer strategies to achieve operational goals, maximize right-party contact rates, and improve agent productivity.
• Perform opening and closing dialer processes and conduct ongoing intraday monitoring of dialer performance.
• Analyze campaign effectiveness and recommend strategy adjustments based on performance data and business objectives.
• Monitor vendor dialer productivity and provide strategic direction to optimize results.

Workforce Management & Operations

• Track real-time inbound and outbound contact center performance.
• Manage intraday call volume forecasts and allocation changes between HCA and vendor partners.
• Monitor staffing levels, schedule adherence, and workforce utilization to ensure service level achievement.
• Support workforce management system configuration and maintenance.

Reporting & Collaboration

• Develop, maintain, and distribute operational reports, dashboards, and performance metrics.
• Identify trends, risks, and opportunities through analysis of dialer and workforce data.
• Partner with Operations leaders to review productivity trends, performance concerns, and improvement opportunities.
• Provide frontline support for operational and system-related issues, including issue identification, tracking, and resolution.

What You Will Bring

• 2-3 years of hands-on dialer administration experience in a contact center environment (required).

• 2-4 years of contact center, collections, customer service, or servicing operations experience.
• Associate Degree or equivalent combination of education and experience.
• Experience configuring and administering dialer platforms, including campaign setup, dialing strategies, call routing, reporting, and performance monitoring.
• Experience with Workforce Management (WFM) systems and real-time operational monitoring.
• Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
• Advanced Microsoft Excel skills, including reporting, data analysis, and trend identification.

Preferred Qualifications

• Auto finance, collections, lending, or financial services experience.
• Experience supporting vendor contact center operations.
• Experience with predictive dialers such as Genesys, Aspect, Noble, Five9, Avaya, or similar platforms.

Knowledge of workforce

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

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.