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Call Delivery Reporting Manager
OneMain Holdings
Wilmington, DE, United States
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JOB DESCRIPTION:
The Call Delivery Reporting team is responsible for the development of centralized servicing reporting as it relates to Call Delivery functions. Functions include Inbound, Outbound and Agent level reporting to support Centralized Servicing, Centralized Collections, Branch Collections and Centralized Sales. In addition to managing the Call Delivery Reporting team this candidate will also need to help develop analytics and strategies for future business objectives.
The Call Delivery Reporting Manager is responsible for:
• Managing the efforts of the Call Delivery Reporting Team
• Coordinating with peers in WFM, Systems, Strategies and Execution to ensure business objectives are covered by the team
• Meeting with and assisting the business owners with daily, weekly and monthly reporting
• Devolving and automating new business critical reports
• Effectively communicating with all levels of leadership to ensure individual business reporting needs are met. Including communicating effectively with leadership across regions including but not limited to: London (KY), Evansville, Tempe, Minneapolis and Fort Mill
• Understanding business strategies and contributing to the development of new reports
• Providing intra-day reporting, taking note to escalate any intra-day observations outside of expected/acceptable results.
• Coaching and training the Reporting team to build skill sets and prepare team members for future opportunities
• Demonstrating an acumen for all relevant call delivery compliance rules (to include: FDCPA, TCPA, State Laws, Max Calling/Messaging laws and internal policies)
• Understanding and reviewing account coverage for both strategic adherence and CFPB requirements.
• Effectively working with others both locally and across regions as a cohesive unit.
MINIMUM JOB REQUIREMENTS:
• Bachelor’s Degree or equivalent work experience in call center operations.
• 7-10 Years call center operations experience
• 3-4 Years management / leadership experience
• 3-4 Years SAS and SQL development experience
• Familiarity with SAS Visual Analytics
• Ability to work flexible schedule to support operational areas
• Experience with and knowledge of TCPA, FDCPA, and State laws governing collection and customer treatment via phone
• Advanced knowledge and experience with Microsoft products with a focus on Excel
• Strong written and oral communication skills
• Ability to operate independently
• Ability to make critical operational recommendations, and at times decisions, to maintain call center operations effectively
• Ability to travel (<25%)
PREFERRED JOB REQUIREMENTS:
• Bachelor’s Degree with focus in Business Management or Information Technology
• 3 Years (or equivalent) Dialer (example: Aspect, Live Ops, Avaya) Management Experience
• Experience with Project Management, including definition and prioritization of business requirements and evaluation of proposed technical solutions to determine effectiveness
COMPENSATION:
• OneMain offers an excellent compensation package including a competitive base pay with additional incentives and bonuses.
• Benefits include medical, dental, vision, life insurance, 401K, profit sharing, holiday and vacation time off
OneMain prides itself on internal growth opportunities through training and development as well as career growth opportunities through internal promotions. Take the first step toward a challenging and rewarding career at OneMain and apply today!
OneMain is an equal opportunity employer.
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OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.