IT Manager - Voice Communications in Dallas, TX at National General Insurance

Date Posted: 1/13/2018

Job Snapshot

Job Description

Primary Purpose:

The Manager of Voice Communications is responsible for the operational stability of the Genesys/I3 telecommunication systems which is comprised of VoIP, IVR and faxing services utilized in international call centers and corporate locations and hosting more than 7500 users.  Additional phone systems in use include Avaya and Mitel at select locations.  This pivotal role in our organization will drive the telecommunication strategy to include leading the design, installation and management of the various telecommunications environments while ensuring system stability and performance objectives are met.  The incumbent will build and maintain high performing teams who deliver superior customer service and an excellent user experience.  


Essential Duties and Responsibilities:

  • Develop and implement Enterprise telecommunication and fax strategy with input from senior business and IT leadership
  • Direct the telecommunication team in the design and implementation of call flows, recording, fax, and IVR solutions across all business units
  • Maintain 24x7x365 support coverage. This includes monitoring and directing resolution of outages, issues and maintenance of all telecommunication systems
  • Work with vendors and internal IT to ensure QoS, availability and stability of all voice services
  • Lead and execute projects in the telecommunications environment.  Larger projects may be assigned a specific project manager
  • Ability to understand, scope, and migrate dissimilar telecommunication technologies from acquired businesses.
  • Develop team to ensure appropriate levels of training, technical acumen, and resources are capable to perform necessary functions
  • Manage and project system growth and capacity
  • Develop and manage telecommunications budget for planned projects and annual budgeting activities
  • Provide dashboard reporting on service level metrics, KPIs, and general team performance
  • Assist senior management in development and enforcement of departmental standards, methodologies, policies and procedures
  • Interact closely with customers to understand project and daily operational requirements

Minimum Skills and Competencies:

  • Expert knowledge of telecommunications systems including PBX and IVR functionality, conferencing, voicemail and other telecommunications capabilities
  • Prior background in gathering and translating business requirements to develop and implement solutions for multiple, large call centers with 5000+ users
  • 10-15 years of progressive experience working with call center telecommunications
  • Minimum 3 years’ experience within the past 6 years utilizing I3/Genesys telecommunications systems
  • Minimum 5 years’ experience prior managing a telecommunications department
  • Bachelor of Science or equivalent education, training and work-related experience
  • Advanced knowledge of call flows, handler, dialer, recording, IVR, voicemail, and fax systems
  • Strong analytical skills needed to provide cost-effective solutions to business initiatives and requirements
  • Excellent communication and interpersonal skills that include the ability to provide clear explanations of problems and resolution conclusions with all levels of management
  • Ability to coordinate with and lead geographically dispersed teams


Desired Skills:

  • In depth knowledge of Interactive Intelligence Customer Interaction Center platform to include CIC, OSSM, Media, and RCS technologies
  • Interactive Intelligence ICCS, ICCE and/or ICHD certifications
  • A high degree of initiative, mature judgment, and leadership abilities
  • Competent in the use of software that includes Excel, Word, Project, PowerPoint, and Visio
  • Experience in a financial services organization or large, publicly traded organizations
  • Strong understanding of regulatory compliance standards such as HIPPA, PCI, SOX, and NIST, ISO27001

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.