Director of Voice Technology

4 days ago

Wilmington, Delaware, United States OneMain Financial Full time
Job Title: Associate Director - Voice Technology Services

At OneMain Financial, we're committed to improving the financial well-being of hardworking Americans. As an Associate Director - Voice Technology Services, you'll play a critical role in leading the end-to-end delivery of Contact Center Voice Technology solutions.

Key Responsibilities:
  • Develop and execute Interactive Voice Response (IVR) and Auto Dialer design strategies to drive business growth and customer satisfaction.
  • Provide leadership, direction, and cohesion to teams implementing and designing our evolving product architecture.
  • Partner with internal stakeholders to establish goals, develop implementation plans, ensure compliance in a regulated environment, and define methods to measure results.
  • Cultivate, manage, and mentor high-performing teams while enabling excellent teamwork and collaboration.
  • Remain current on all call center products and services, industry, and competitive trends, and reinforce findings with the team.
  • Deliver results within budget, time, quality, and strategic and tactical key performance goals.
  • Oversee the success of the team's projects - manage project timelines, achieve outcomes with technology and business partners.
  • Customer focus: Recommend, develop, and implement process improvements. Resolve customer complaints in a timely manner. Derive actionable insights from the voice of the customer.
Requirements:
  • 5-7 years of relevant experience with minimum 2+ years of experience as a manager building and leading strong teams.
  • Ability to plan, execute, and drive transformational telephony strategies.
  • Supported organizations with multiple lines of business, with systems and products.
  • Experience working with operations, infrastructure, and cyber teams to support designs and platforms for operational monitoring, reliability, and maintainability.
Preferred:
  • Associates Degree in Computer Science BA/BS degree in computer science or related field.
  • Technical and/or industry certifications.
  • Prior experience with Avaya, Alvaria, Noble, LiveVox, or similar Telephony Architecture.
Location:

Hybrid in Wilmington DE, Evansville IN, Tempe, AZ, London, KY, or Baltimore, MD.

We offer a comprehensive benefits package for full- and some part-timers, 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.

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