Job Details

Call Delivery Supervisor

Company name
Springleaf Finance, Inc.

Location
Tempe, AZ

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Profile

Our Company

Founded over 100 years ago, OneMain is America’s premier personal finance company. Our company provides personal loans, insurance, and other related financial products to more than 2.4 million consumers in communities across the country through a network of over 1,800 branches with more than 10,000 employees. We are committed to responsible lending and regulatory compliance, and have an active program of outreach to the Investment Community. We are majority owned by investment funds affiliated with Fortress Investment Group LLC.

JOB DESCRIPTION:

The Call Delivery team is responsible for ensuring inward and outward calls are delivered to centrally serviced agents in a manner that supports business objectives. Typical objectives focus around lending, collection account coverage and customer service call abandon rates. All are high priorities of the Call Delivery team and the successful candidate. In addition to managing the call delivery team this candidate will also need to focus on best practices for monitoring and adhering to business objectives, account research, adherence to compliance rules and at times assist with staffing design and movement.

The Call Delivery Supervisor is responsible for:

Managing the efforts of the Call Delivery Team

Coordinating with peers in WFM, Systems and reporting to ensure business objectives are covered by the team

Ensuring the monitoring team has exceptional attention to detail monitoring daily activities for both inbound and outbound calls for centralized servicing.

Effectively communicating with all levels of leadership to ensure FTE effectiveness and productivity, reporting any issues real-time. Including communicating effectively with leadership across regions including but not limited to: London (KY), Evansville, Tempe, Minneapolis and Fort Mill

Providing intra-day reporting taking note to escalate any intra-day observations outside of expected/acceptable results.

Assisting in development of reporting and analytics, around execution of daily strategies

Demonstrating an acumen for all relevant call delivery compliance rules (to include: FDCPA, TCPA, State Laws, Max Calling/Messaging laws and internal policies)

Effectively working with others both locally and across regions as a cohesive unit.

Requirements

MINIMUM JOB REQUIREMENTS:

Bachelor’s Degree or equivalent work experience in call center operations.

3-5 Years call center operations experience

1-2 Years management / leadership experience

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 (

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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Company info

Springleaf Finance, Inc.
Website : https://www.springleaf.com

Company Profile
Springleaf Financial was founded in 1920 in Evansville, Indiana. We started as an underwriting company for the sales of motor vehicles. In the following years we expanded our business into the personal loan space and other credit related products. Over the years, Springleaf has had different names, but our mission has always remained the same: to provide personal loans with exceptional service to all our customers.

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