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Manager, Telecom Services in Nashville, TN at The General® Insurance

Date Posted: 6/18/2018

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 a leading non-standard auto insurance provider.  Currently, we are seeking qualified applicants for Manager, Telecom Services. We offer an employee-friendly and collaborative environment where the right candidate will learn and grow with the company.

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

Responsibilities

The position is responsible for the design, implementation, administration, and operation of all assigned telecom technologies across the direct enterprise, and the management of the team that provides these services to the organization.  Responsibilities include support for all office and call center telephony systems, telephony circuits, call recording platforms, IVR systems, mobile phones, mobile device management software, teleconferencing technologies, and budgeting and service delivery management for all associated services.

Essential Functions

  • Perform people management functions to include, but not limited to: hire, coach, develop, motivate, train, evaluate, reward, discipline and terminate. Plan, organize, staff, direct and control the day-to-day operations of the department.
  • Provide ownership, accountability, and management for the people, processes, and tools associated with providing quality telecom services in all company locations. Technology and process responsibilities include, but are not limited to, PBX systems, phone lines (local, long distance, and fax), VoIP, SIP, desktop soft phones, desktop hard phones, mobile phones, call recording platforms, desktop faxing, mobile device management, monitoring, capacity planning, availability management, SLA management, and troubleshooting.
  • Stay abreast of current telephony and call center trends and best-practices, and work with stakeholders and partners to develop cost-effective solutions that meet or exceed business requirements. Own and drive the technology management process including requirements gathering, product evaluation, product selection, product/expense justification, architecture, engineering, administration, operations, budgeting, invoice approval, supplier management, and technology roadmaps.
  • Actively participates in the change management process. Regularly attends change management meetings and provides leadership in representing and reviewing proposed changes for the purpose of minimizing risk to business operations.
  • Establishes and maintains positive, professional working relationships with all employees and vendors
  • Supports after-hours on-call requirements, planned maintenance activities, and disaster recovery exercises
  • Other duties as assigned

Job Requirements

Education and Experience

  • Bachelor’s Degree with concentration in Computer Science or equivalent experience preferred
  • 5+ years of experience with the engineering and management of telephony technologies including Avaya Aura Communication Manager, Avaya CMS, and Avaya AES. Experience with the following technologies is preferred:  Upstream Work UpStart, Verint Call Recording, Uptivity Call Recording, NICE and Community Workforce Management, Mutare Voicemail Reporting, and RightFax.
  • Prior people management experience strongly preferred
  • Relevant Avaya certifications preferred
  • ITIL v3 Foundations certification preferred

Knowledge, Skills and Abilities

  • Solid understanding of telecom technologies and call center operations including PBX systems architecture, programming, and support
  • Ability to communicate, both orally and in writing, with all levels of management and vendors
  • Ability to convey technical concepts in a non-technical manner
  • High sense of ownership of the telecom environment with a customer service mindset
  • Ability to work in an extremely fast paced environment with shifting priorities while keeping stakeholders abreast of progress and expected completion dates for all assignments
  • Proficient user of office productivity software such as Microsoft Word, Excel, Visio, and PowerPoint
  • Understanding of ITIL best practices preferred

#CB

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