The Associate Director of Voice Technology Services is responsible for the leading end-to-end delivery of Contact Center Voice Technology solutions. Responsibilities include developing and execution of Interactive Voice Response (IVR) and Auto Dialer design. The Associate Director provides leadership, direction and cohesion to the teams implementing and designing our evolving product architecture. The Associate Director will partner with internal stakeholders to establish goals, develop implementation plans, ensure compliance in a regulated environment, and define methods to measure results.
In the Role
- Collaborate with technology and line-of-business leadership to support design and evolution of a strategic business / telephony vision for inbound and outbound calls.
- Collaborate and provide input to design and optimization of a strategic target-state business / telephony architecture which affords the flexibility for rapid evolution and scale-out.
- Take ownership for the design, execution, and success of innovative and complex technical projects.
- Cultivate, manage, and mentor high-performing team(s) while enabling excellent teamwork.
- 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: Recommends, develops, and implements process improvements. Resolves customer complaints in a timely manner. Derives 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.
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 dependents.
- Up to 4% matching 401(k).
- Employee Stock Purchase Plan (10% share discount).
- Tuition reimbursement.
- Continuing education.
- Bonus eligible.
- Paid time off.
- Paid volunteer time.
- And more.
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