Call Delivery Specialist

OneMain Financial • London, KY

5d

About The Position

The Call Delivery Specialist is responsible for executing and supporting outbound and inbound contact strategies across dialer and IVR platforms. This role ensures accurate list execution, campaign performance, and adherence to compliance and operational standards. The specialist works closely with Strategy, Governance, WFM, and Technology teams to support daily call delivery operations, optimize performance, and maintain system integrity.

Requirements

• HS Diploma/GED
• 1-3 Years call center operations experience
• Ability to work a flexible schedule to support operational areas including late nights and weekends
• Experience with and knowledge of TCPA, FDCPA, and State laws governing collection and customer treatment via phone
• Intermediate/Advanced knowledge and experience with Microsoft Office products
• Strong written and oral communication skills
• Ability to operate independently and manage a demanding workload under strict time constraints
• Ability to make critical operational recommendations, and at times decisions, to maintain call center operations effectiveness

Nice To Haves

• 1 Year (or equivalent) Dialer (example: Aspect, Live Ops, Avaya) Management Experience
• Experience working with dialer platforms (e.g., Alvaria, NICE, LiveVox, or similar)
• Strong understanding of outbound dialing strategies and campaign execution

Responsibilities

• Execute daily dialer campaigns (predictive, preview, and blended) in alignment with approved strategies
• Monitor campaign performance in real-time (penetration, connect rate, abandon rate, RPC, etc.)
• Adjust pacing, agent allocation, and campaign priorities based on performance thresholds
• Ensure adherence to abandon rate targets (≤2%) and operational KPIs
• Support segmentation strategies (delinquency buckets, risk score, offer type, etc.)
• Partner with Strategy teams to ensure lists align with current campaign objectives
• Confirm messaging compliance, including approved scripts and voicemail drops
• Identify and escalate compliance risks or irregular dialing behaviors
• 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
• Track and report daily campaign results and variances
• Analyze trends and provide insights to improve contact and conversion rates
• Support performance reporting using tools such as OS Data reports or platform analytics
• 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.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees