Operations Telephony Strategy Manager

Davita Inc. • Evansville, IN, United States • $200k - $250k / year • 3m ago

Job Title: Operations Telephony Strategy Manager

Job Number: R2408-42558

Location: Evansville, Indiana; Fort Mill, South Carolina; London, Kentucky

Date Posted: 08/13/2024

The Operations Telephony Strategy Manager will drive Telephony strategies across the enterprise. OneMain handles 25M calls a month through our central and branch locations. Voice engagement is a critical contact channel within OneMain customer contact strategies. Working with business partners, technology teams, and support teams, this individual will work to identify ways to integrate Telephony into multi-channel customer contact strategies; helping to drive increased self-service solutions across the enterprise. They will work to enable consistent enterprise Telephony data capture and partner with cross-functional teams to drive strategic decisions using data analytics and hypothesis-driven testing. This individual will expand their competencies and grow their business and Telephony industry acumen through Platform evaluations of leading Telephony products, evaluating product capabilities against strategic needs of the enterprise. Through these evaluations, this individual will provide suggestions, and drive discussions of enhancements, new products, and/or changes within the enterprise Telephony architecture.

In the Role:

Collaborating with cross-functional teams to create important insights into the effectiveness of our 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.
Proficient 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.

Location: Hybrid - Evansville, IN; London, KY; or Fort Mill, SC

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. 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.

Benefits:

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.

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.

Helping diverse candidates find great careers is our goal. The information you provide here is secure and confidential.

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