As a OneMain Senior Call Delivery Analyst, you will be responsible for both dialer and IVR functions including developing, testing and executing new strategic initiatives based on analysis and data review. Dialer and IVR functionality is core to OneMain operations and future strategic initiatives. The IVR will allow customers to self-serve where appropriate and route to the correct internal team member when needed.

The Senior Call Delivery Analyst will consider customer needs across both the Branch network and the Central operations units to design and implement the ideal solution. This role will also develop reporting and monitor trends related around inbound and outbound call traffic and provide those to senior management. 

In the Role

IVR Analytics and developmentDialer Analytics and developmentIVR Reporting developmentDevelop strategies consistent with OneMain corporate goalsCreate and Maintain IVR flow documentation (Visio)Programming in SQL or SASCommunication with all Levels of managementPerforming analysis and performance tracking of individual and departmental resultsMaintaining and generating daily, weekly and monthly statistical reportsDeveloping and / or delivering training for department staffAssisting in the identification and implementation of departmental improvementsPerforming quality audits and / or service observationsMaintaining appropriate position documentation

Requirements

High School Diploma/ GEDMinimum 1-2 years’ experience with Call Center systems6-10 years of Call Center experienceKnowledge of Federal and state laws applicable to financial institutions and phone traffic

Preferred:

Associates or Bachelor’s Degree

Location: Evansville, IN, London, KY, Tempe, AZ, or Fort Mill, SC

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.

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 dependentsUp to 4% matching 401(k)Employee Stock Purchase Plan (10% share discount)Tuition reimbursementContinuing educationBonus eligiblePaid time offPaid volunteer time And more