Senior Call Delivery Analyst – Contact Center / IVR & Dialer

Senior Call Delivery Analyst – Contact Center / IVR & Dialer 

12+ yrs exp

REMOTE

VIDEO SCREENING REQUIRED 

Position Overview

OneMain Financial is looking for a Senior Call Delivery
Analyst to support and manage its contact-center IVR and dialer
environment. This person will work across business and technical teams to
develop, test, analyze and optimize inbound and outbound customer-call
strategies.

Key Responsibilities

Develop, test and optimize IVR call flows and dialer strategies
Perform IVR and dialer analytics
Support customer self-service and routing to the appropriate internal teams
Analyze inbound and outbound call traffic and identify trends
Create and maintain IVR flow documentation, including Visio
Develop reporting and analyze contact-center performance
Maintain daily, weekly and monthly statistical reports
Use SQL and/or SAS for analysis and reporting
Track operational and departmental performance
Identify and implement contact-center process improvements
Perform quality audits/service observations
Communicate findings and recommendations to senior management
Help develop and deliver training when necessary

Required Experience

SmartReach experience
8–10 years of
     contact-center experience
Experience with IVR
     and dialer platforms
IVR development,
     analytics and call-flow experience
Dialer strategy,
     analytics and development experience
SQL and/or SAS
Strong
     reporting/data-analysis skills
Strong written and
     verbal communication
Ability to work with
     both technical and business stakeholders

Preferred

Financial-services or
     other regulated-industry experience
Understanding of
     regulations affecting financial institutions and customer phone traffic
Visio
Associate’s or
     bachelor’s degree

      •     Must have working knowledge of Dialer Systems

      •     Knowledge of SIP, RTP, codecs, extensions, etc.

      •     Knowledge of PSTN, DID numbers, carrier
connections, call flows, IVR, ACD routing.

      •     Networking knowledge of TCP/UDP, DNS, NAT, QoS,
troubleshooting latency & packet loss. .

      •     Advanced Relational Database SQL knowledge.

      •     Scripting/Programming: Must understand what it’s
doing.

      •     API framework knowledge & understanding
technical diagrams/concepts.

      •     Monitoring logs, call traces, SIP captures,
system monitoring, alerts, performance metric analysis.

      •     Understand the difference between CCaaS &
SaaS

      •     Bash, Python knowledge.

      •     Cloud AWS, Azure, or General Cloud principles
can be valuable.

      •     Linux & Windows administration.

      •     Excellent Communication Skills.

For this position you will need:

      •     Must have working knowledge of Dialer Systems

      •     General understanding of what SIP & RTP is.

      •     General understanding of what PSTN, DID numbers,
carrier connections, call flows, IVR, ACD Routing.

      •     Relational Database SQL experience.

      •     Ability to read and digest the technical
diagrams/concepts.

      •     Ability to read logs and troubleshoot.

      •     Core concepts of Microsoft systems.

      •     Understanding of General Cloud principles.

      •     Excellent Communication Skills.

For a JR role you will need:

      •     Working knowledge of Dialer Systems

      •     General understanding of what PSTN, DID numbers,
Carrier connections, call flows, IVR, ACD Routing

      •     Relational Database SQL experience.

      •     Ability to read and digest technical
diagrams/concepts.

      •     Core concepts of Microsoft Systems

      •     Ability to describe the difference between
PREMISE and CLOUD

      •     Excellent Communication skills.