Operations Supervisor managing performance and coaching staff in the mortgage services industry. Focused on client relationships and operational excellence within property preservation teams
About the role
- Telephony Strategy Director leading multi-channel contact strategies for OneMain Financial. Overseeing integration of telephony solutions and enhancing customer engagement across departments.
Responsibilities
- Lead the discovery and integration of innovative customer and team member centric Telephony products that address multi-channel customer contact strategies.
- Collaborating with cross functional teams, create important insights into the effectiveness of our current strategies, identify key opportunities for improvement and develop business cases and test plans to execute those opportunities.
- Develop and maintain a Telephony strategy road map that aligns with enterprise multi-channel customer contact strategies.
- Effectively summarize and present results and insights to management.
- Organizes and lead meetings with various departments.
- Acts as a liaison between the IT development group, Product Teams and business units for the development and implementation of new systems and enhancement of existing systems.
- Evaluate Telephony industry products against key strategic initiatives.
- Build scalable frameworks for continuous product iterations based on customer feedback, team member feedback, performance data, and strategic initiatives.
- Ensures required IT services are identified, developed and supported to the satisfaction of the business unit/division.
- Leads or coordinates cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.
- Provides timely and accurate information and status updates to functional leaders.
Requirements
- Bachelor’s degree in business administration, computer science, engineering, Operations or related field
- 10+ years of progressive experience in Transformation, Project Management, or Product delivery.
- 5+ years of call center Operations, or Support
- 5+ years’ experience with Telephony solutions such as auto dialer, Virtual Assistants, and Telephony solutions supporting remote work.
- Experience in sourcing and/or launching Telephony strategies across multiple Lines of Business
- Ability to synthesize insights across multiple lines of business into a comprehensive and holistic strategy
- Proven ability to lead cross-functional teams and manage complex projects/initiatives including both procedural, and regulatory, and systemic dimensions.
- Strong change management experience; able to drive customer and team member change resulting in high adoption and optimized customer interactions.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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