Call Delivery Analyst
| Company | OneMain Financial |
|---|---|
| Location | Somerset, KY, USA, Evansville, IN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- High School / GED Diploma required but college or advanced degree is preferred.
- Minimum 1-2 years’ experience with Alvaria (Noble) Call Center systems REQUIRED.
- 6-10 years’ Call Center experience
- Advanced knowledge of Microsoft Office products, including Microsoft Visio
- Intermediate knowledge of SQL query programming
- Knowledge of Federal and state laws applicable to financial institutions and phone traffic
- Demonstrated decision making skills.
- Advanced problem-solving skills
- Strong verbal and written communication skills and ability to communicate with all levels of management.
- Ability to maintain confidentiality with sensitive information.
- Strong organizational and process management skills.
- A high degree of self-management to successfully prioritize workflow and apply strategic techniques to identify process improvements.
- A quality and detail-oriented focus combined with strong organizational abilities.
- Experience working in fast-paced work environment.
Responsibilities
- Design, develop, and maintain IVR and outbound dialer systems to optimize customer interactions.
- Lead configuration and troubleshooting efforts for IVR applications, voice gateways, and automated dialing solutions.
- Work closely with stakeholders to implement call routing strategies, self-service automation, and campaign management for outbound dialing.
- Monitor system performance, conduct root cause analysis, and implement enhancements to improve call containment rates, contact rates, and overall system efficiency.
- Ensure compliance with TCPA, FDCPA, and other telephony-related regulations for outbound dialing.
- Integrate IVR and dialer systems with CRM, workforce management, analytics, and self-service capabilities.
- Collaborate with network, infrastructure, and security teams to maintain uptime, disaster recovery readiness, and data integrity.
- Lead software upgrades, patches, and migrations, ensuring minimal impact on business operations.
- Develop and maintain technical documentation and provide guidance to peers.
- Assist in the evaluation, selection, and implementation of a new platform, ensuring seamless integration with existing telephony and CRM systems.
Preferred Qualifications
-
No preferred qualifications provided.