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Communication Services Team Lead in Sun Prairie at QBE

Date Posted: 7/18/2018

Job Snapshot

  • Employee Type:
  • Location:
    Sun Prairie
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Lead telecommunications team by advising organizational leaders on system configuration, managing direct reports and, developing an operational plan for how to effectively leverage customer care systems to deliver capabilities in alignment with business technical needs. Serve as a subject matter expert by managing escalations and providing technical leadership and guidance to the team.

Primary Responsibilities:

  • Facilitate team operations by contributing to the design, planning, development and implementation of telecom technology and managing team workload to ensure efficiency and effectiveness of telecommunications systems
  • Foster the achievement of service level agreements by communicating with key stakeholders, tracking project work and analyzing results to ensure alignment of technical solutions with key stakeholder expectations
  • Define standards for how systems should be configured and managed on an ongoing basis
  • Validate and quality assure procurement of equipment/software for new projects or support of existing install base
  • Define operational approach around telephony and contact center systems for QBE onshore and offshore support
  • Collaborate with key stakeholders by communicating and understanding business needs to ensure alignment of telecom technology with short and long-term objectives
  • Contribute to continuous process improvement by assessing current telecommunications processes, recommending innovative solutions to improve service level, maintain adequate carrier/hardware capacity and licensing levels
  • Work with vendors to escalate issues and request/secure needed support and consultative input
  • Manage complex and unexpected situations by resolving issues within the telecommunications systems to ensure alignment with business objectives and service level agreements
  • Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
  • Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
  • Create a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Model QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives


  • Bachelor’s Degree or equivalent combination of education and work experience


  • 10+ years relevant experience


  • Bachelor’s Degree or equivalent combination of education and work experience
  • Degree in Telecommunications, Computer Science, Information Technology or related field


  • Telecom industry; contact center systems experience; experience managing or leading others; increasing levels of responsibility


  • ICCE (Interactive Intelligence Certified Engineer) or Equivalent
  • ICHD (Interactive Center Handler Developer) or Equivalent


  • Fundamental IT concepts, systems, platforms, tools and technologies, hardware, software and services
  • Policies, practices, trends, technology and information affecting the business and organization
  • Advanced working knowledge of Voice and PRI technology
  • Advanced working knowledge of Interactive Intelligence CIC Platform.
  • Advanced working knowledge of Legacy TDM, VoIP and SIP Services  
  • Advanced working knowledge of Cisco Unified Communications Manager
  • Advance working knowledge of Contact Center systems from ACD routing to IVR/self-service and ancillary systems (WFM, real-time/historical reporting, agent performance and skills-based routing)
  • Strong technical knowledge of contact center operations


  • Efficiently and appropriately plan, prioritize and delegate work to ensure timely goal achievement
  • Define, generate and adapt technology to serve user needs; identify opportunities for enhancements
  • Consult and recommend changes and improvements to leaders
  • Understand the needs and goals of customers and actively look for ways to meet them; establish and maintain effective, trusting and respectful relationships with customers


  • Streamline work processes to increase efficiency and use established metrics and benchmarks to evaluate results
  • Utilize effective written and verbal communication with multiple internal and external stakeholders; communicate complex information in user-friendly format
  • Manage relationships with business leaders; solicit feedback on delivered services and facilitate communication and knowledge-sharing
  • Motivate, develop and direct people as they work; set clear guidelines and expectations
  • Provide advice, guidance, direction and effective performance feedback
  • Anticipate obstacles, estimate time and resources needed for the completion of a project

Travel frequency

  • Occasional (approximately 5-10 trips annually)

Physical demands

General office jobs

  • Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 pounds.

Number of Openings:


How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.


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The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law.