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Operations Telephony Strategy Lead

1 month ago

London, Kentucky, United States OneMain Financial Full time

About the Role

The Operations Telephony Strategy Manager will play a critical role in driving Telephony strategies across the enterprise. With over 25 million calls handled monthly through central and branch locations, Voice engagement is a vital contact channel within OneMain customer contact strategies. This individual will collaborate with business partners, technology teams, and support teams to identify ways to integrate Telephony into multi-channel customer contact strategies, driving increased self-service solutions across the enterprise.

Key Responsibilities

  • Collaborate with cross-functional teams to create insights into the effectiveness of current strategies, identify key opportunities for improvement, and develop business cases and testing plans to execute against those opportunities.
  • Effectively summarize and present results and insights to management.
  • Organize and lead meetings with various departments.
  • Act as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems.
  • Evaluate Telephony industry products against key strategic initiatives.
  • Collaborate with internal and external customers and vendors to determine voice communications system requirements.
  • Ensure required IT services are identified, developed, and supported to the satisfaction of the business unit/division.
  • Lead or coordinate cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.
  • Provide timely and accurate information and status updates to functional leaders.

Requirements

  • Bachelor's degree in business administration, computer science, engineering, or related field.
  • 3-5 years of call center management experience.
  • 3-5 years of product or portfolio management experience.
  • Familiarity with Telephony solutions such as auto dialer, Virtual Assistants, and Telephony solutions supporting remote work.
  • Proficiency in Microsoft products, specifically Excel, Outlook, and Teams.
  • Exceptional verbal and written skills.
  • Multi-location Telephony systems experience preferred.
  • Sound judgment in problem-solving and solutions to minimize risk.
  • Skills to influence cross-functional teams towards timely completion of activities.

What We Offer

At OneMain Financial, we're committed to improving the financial well-being of hardworking Americans. We offer a comprehensive benefits package, including health and wellbeing options, up to 4% matching 401(k), employee stock purchase plan, tuition reimbursement, continuing education, bonus eligibility, paid time off, and paid volunteer time.