Senior Associate, Call Center Manager

Brentwood, TN, USA Req #487
Wednesday, November 16, 2022

Fortitude Re is a liability-led reinsurer of legacy insurance portfolios complemented by sophisticated investment capabilities. In 2016, AIG created a “Legacy” portfolio as a separate non-core segment representing insurance reserves associated with discontinued lines of commercial Property & Casualty and Life & Annuity insurance businesses. The following year, AIG formed a Bermuda-domiciled composite reinsurer, now Fortitude Re, to house the Legacy portfolio in a separate, distinct, well-capitalized balance sheet with a dedicated management team. In 2018, the company entered into a series of L&A and P&C reinsurance transactions with AIG and received an initial capitalization of ~$3 BN. The transactions represented ~$37 BN of reserves supported by ~$40 BN of invested assets. During this time, AIG also entered into a long-term partnership with The Carlyle Group, with Carlyle acquiring 19.9 % ownership. Then in 2019, The Carlyle Group and T&D announced acquisition of majority interest in Fortitude Re from AIG. This allowed for a new long-term shareholder base for the company while maintaining a strong capital position for supporting reinsurance obligations. Click here for more information about Fortitude Re.

Call Center Manager Roles & Responsibilities

  • Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
  • Lead a team of domestic agents, while assisting in the monitoring and planning of off shore teams.
  • Prepares call center performance reports by collecting and analyzing call agents’ data.
  • Evaluates individual performance reviews and overall team effectiveness with upper management.
  • Helps call agents with challenging customer service issues.
  • Monitors team performance and provide tools if necessary.
  • Determines call center operational strategies by evaluating team results and objectives.
  • Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
  • Meets financial targets by estimating performance requirements and preparing annual budgets.
  • Presents monthly and annual call center action plans and objectives.

Day-to-Day Duties 

  • Hire, train, and manage a team of call center representatives
  • Work with call center representatives to solve problems like difficult calls from angry customers
  • Collect and Analyze call center statistics and adjust processes to meet or exceed goals
  • Create weekly reports
  • Run daily/weekly meetings with team to establish consistency and maintain performance
  • Assist other departments in time critical customer escalations

Education Requirements 

  • 6 years of related experience
  • Familiarity with telemarketing software

Call Center Manager Essential Skills 

  • Problem-solving and conflict resolution skills
  • Communication skills
  • Analytical abilities
  • Organizational and multitasking skills
  • Strong leadership skills
It has been and will continue to be the policy of Fortitude Group Holdings, LLC, its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability, or any other legally protected categories. 
At Fortitude Re, we believe that diversity and inclusion are critical to our future and our mission- creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Other details

  • Job Function Associate/Sr Associate
  • Pay Type Salary
Location on Google Maps
  • Brentwood, TN, USA