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Contact Center Application Support Manager in Nashville, TN at The General® Insurance

Date Posted: 1/10/2019

Job Snapshot

Job Description


Permanent General Companies, also known as 'The General' insurance company as seen in national television advertisements, is a rapidly growing company and leading non-standard auto insurance provider.  We are currently seeking qualified applicants for a Contact Center Application Support Manager at our corporate headquarters in Nashville, TN.  We offer an employee-friendly,  fun and challenging work environment where the right candidate will learn and grow with the company.

Permanent General offers a generous benefits package including medical, dental, vision, basic (company paid) and supplemental life insurance after one month of employment; health care and dependent care flexible spending accounts, tuition reimbursement, paid time off (vacation, sick, holidays), wellness initiatives, 401(k) participation with a matching  contribution and much more!


The Contact Center Application Support Manager will serve as a business analyst and action plan manager for various initiatives in the operations area and cross-functionally throughout the company. These initiatives may include artificial intelligence (AI), robotic process automation (RPA) as well as contact center process and application enhancements.  In addition, this role may be called upon to help support successful BPO implementations and ongoing operations.

Essential Functions

  • Learns and becomes an SME for the schedule of applications listed above as well as AI / RPA functionality as The General adopts and implements.
  • Responsible for managing upgrades / enhancements to needed applications in the following ways:
  • If it is a major upgrade or enhancement, be a liaison to the PMO / IT in providing needed requirements, testing and other relevant activities for a successful project implementation
  • For smaller enhancements and upgrades that do not rise to the level of PMO involvement, create action plans to successfully manage such activity. Action plans will include activities, owners, due dates and associated risk management activities.
  • Develop working relationships with vendors as needed in order to facilitate low-risk application performance
  • Participate in continuous improvement monthly meetings. Fill the subject matter expert (SME) role and be responsible for either liaising with PMO / IT to facilitate execution or, if at a lower than PMO level, creating and managing operations action plans to facilitate execution
  • Become proficient in reporting tools as needed
  • Work as needed with other team members in order to achieve customer experience analytics program goals
  • Maintains up-to-date knowledge of industry practices, trends, and applications
  • Other duties as assigned

Job Requirements

Education and Experience

  • Bachelor’s degree in Computer Science or related field or equivalent work experience 
  • 5+ years’ experience in business analysis, operational analysis, process improvement

Knowledge, Skills and Abilities (KSAs)

  • Smartsheet and Visio experience preferred
  • Proven ability to communicate both oral and written information to all levels of an organization
  • Knowledge of contact center best operating practices and methodologies
  • Knowledge of non-standard automobile insurance systems preferred



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