What are the responsibilities and job description for the Call Delivery Analyst position at OneMain Financial?
As a OneMain Call Delivery Analystyou will be responsible for managing the system(s) setup for all inbound and outbound calling efforts for our various portfolios. The role will include designing, implementing, and optimizing our Inbound Interactive Voice Response (IVR) and Outbound Automated Dialer platform(s) (Alvaria). In this role, you will be responsible for ensuring efficient and reliable voice communication solutions, integrating automation, and supporting enterprise-wide contact center operations.
The Call Delivery Analyst will consider customer needs across both the Branch network and our Central operations, to design and implement the ideal solutions. This role will also develop reporting and monitor trends related to inbound and outbound call traffic and provide those to senior management.
In the Role
Who We Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
Benefits
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
The Call Delivery Analyst will consider customer needs across both the Branch network and our Central operations, to design and implement the ideal solutions. This role will also develop reporting and monitor trends related to inbound and outbound call traffic and provide those to senior management.
In the Role
- 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.
- 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.
Who We Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
Benefits
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
- Health and wellbeing options for team members and their dependents
- Up to 4% matching 401(k)
- Employee Stock Purchase Plan (10% share discount)
- Tuition reimbursement
- Continuing education
- Bonus eligible
- Paid time off
- Paid volunteer time
- And more
