Manager, Voice of the Customer Analytics
Hyundai Capital America

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, Voice of the Customer Analytics is responsible for performance management and continuous improvement activities related to Speech Analytics. Day-to-day, this Manager leads a team developing performance management reports, build speech analytics queries and uses cases, and applies governance within the speech analytics program. The Manager will establish the team's data analytics capabilities within the context of the business objectives looking for telling trends and to drive actionable insights. All positions within the Operations Division are expected to collaborate crossdivisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

What You Will Do

1. Responsible for identifying trends and insights gathered from speech analytics to support business objectives; collaborates with the business to execute on key actionable insights. Provide consultative support to QM And VOC teams on data interpretation.

2. Leads team to conduct root cause analysis and process improvement activities as it relates to speech analytics use cases development and analytics sprints.

3. Leads effort to develop quality monitoring performance management reports for various lines of business. Establish data visualization tools to monitor key metrics supporting operational

goals and objectives.

4. Contributes to regular monthly and quarterly business reviews by providing tangible insights that connect the data points between customer experience and complaints. Develop executive level presentations.

5. Actively leads individual/team coaching sessions with a focus on developing relationships that encourage reflection and help team members to improve performance, personal effectiveness,

and impact. Engage with team members in a proactive and positive manner during coaching sessions to co-create solutions through effective two-way conversations. Participate in department level performance coaching initiatives and individual coaching sessions with leadership.

6. Holds team members accountable for performance and behaviors as outlined in company and department policies and procedures; including but not limited to attendance, performance, prohibited conduct, compliance, and quality. Collaborate with Employee Relations to ensure that proper corrective action process is followed in a timely manner and ensure all tracking mechanisms are updated and accurate.

7. Performs all other duties as assigned.

Qualifications

What You Will Bring

• 5+ years' experience in contact center data analytics, speech analytics, and/or reporting

• 5+ years of relevant experience within Financial Services, or related areas; Automotive Finance industry background a plus

• Experience with performance management, data visualization tools, and using data and metrics to drive improvements

• Experience leading a team

• Experience influencing cross-functional teams

• Experience in data models and reporting packages using speech analytics platforms. Nexidia Interaction Analytics experience preferred

• Bachelor's degree Quantitative, Business, or computer-related field such as mathematics, statistics, computer science or related field strongly preferred

• Superior analytical and report modeling skills

• Conceptual thinking and problem solving

• Success leading and/or overseeing projects from end to end

• Knowledge of SQL, Tableau, and other database technologies to extract data to identify trends Extensive communication and teamwork skills with both internal and external customers

• Proficiency using MS Office (Word, Excel, PowerPoint)

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.