Senior Call Delivery Analyst

Role: Senior Call Delivery Analyst
Position Type: Full-Time Contract (40hrs/week)
Contract Duration: 8 months
Work Schedule: 8 hours/day (Mon-Fri)
Location: 100% Remote (Candidates can work from anywhere in USA)

As a Senior Call Delivery Analyst, you will be responsible for both SmartReach 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 development
• NICE
• SmartReach Dialer Analytics and development (Priority)
• IVR Reporting development
• Develop strategies consistent with OneMain corporate goals
• Create and Maintain IVR flow documentation (Visio)
• Programming in SQL or SAS (not a priority)
• Communication with all Levels of management
• Performing analysis and performance tracking of individual and departmental results
• Maintaining and generating daily, weekly and monthly statistical reports
• Developing and / or delivering training for department staff
• Assisting in the identification and implementation of departmental improvements
• Performing quality audits and / or service observations
• Maintaining appropriate position documentation

Requirements

• High School Diploma/ GED
• Minimum 1-2 years' experience with Call Center systems
• 6-10 years of Call Center experience
• Knowledge of Federal and state laws applicable to financial institutions and phone traffic