Manager, Voice of the Customer Analytics
Hyundai Capital America

Job Info

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, Speech Analytics leads a team responsible for performance management reporting, First Line of Defense (FLOD) initiatives, continuous improvement activities and compliance related to speech analytics and programs. In addition, this role will oversee data analytics to communicate telling trends and drive actionable insights.

What You Will Do

1. Lead the First Line of Defense initiative leveraging speech analytics to enhance compliance monitoring. Collaborate with the business to execute on key compliance initiatives and provide consultative support on data interpretation.

2. Lead team to conduct root cause analysis and process improvement activities as it relates to speech analytics use cases development and analytics sprints. Identify trends from insights gathered from speech analytics.

3. Lead effort to develop performance management reports for various lines of business. Establish data visualization tools to monitor key metrics supporting operational goals and objectives.

4. Contribute to and develop executive level presentations for regular Monthly and Quarterly business reviews providing tangible insights that connect the data points between agent effectiveness and complaints.

5. Lead, coach, 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 years progressive experience in financial services including experience in contact center data analytics, speech analytics, and/or reporting required.

• Minimum 2 years supervisory experience.

• Minimum 3 years of experience leading medium to large enterprise initiatives that require influencing cross-functional teams .

• Automotive finance experience a plus.

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

• Nexidia Interaction Analytics experience preferred.

• Bachelor's degree in Quantitative, Business, or computer-related field (i.e.: mathematics, statistics, computer science etc.) or equivalent experience required.

• Master's Degree is a plus.

• Strong analytical skills.

• Ability to successfully lead, coach and develop team members.

• Conceptual thinking and problem solving.

• Proven success leading and/or overseeing projects from end to end.

• Knowledge of SQL, Tableau, and other database technologies to extract data to identify trends.

• Demonstrated experience in data models and reporting packages using speech analytics platforms.

• Strong communication and teamwork skills to interact with both internal and external customers.

• Proficiency in MS Office (Word, Excel, PowerPoint) to create compelling visuals and presentations to communicate key findings.

• Demonstrated ability presenting to Business Leaders.

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.