Call Center Supervisor at Gallagher

Las Vegas, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Operations, Performance Management, Coaching, Team Development, Data Analysis, Process Improvement, Customer Service, Analytical Skills, Microsoft Office, Google Suite, Account Management, Client Success, Flexibility, Communication, Problem Solving, Leadership

Industry

Insurance

Description

Introduction Welcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right. We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role or as part of our brokerage division, our benefits and HR consulting division, or our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s what it means to live The Gallagher Way. Overview We have an great opportunity for a Client Service Supevisor to lead call center and processing teams! Please note that this position is hybrid and requires an office presence two days/week and for any business needs that may arise. Our office is on 777 N. Rainbow Blvd., Las Vegas, NV 89107. How you'll make an impact Supports a group of front-line employees in service, processing, and/or mail fulfillment activities Evaluates on-the-job performance of assigned teams Coaches and engages in progressive performance management of team when appropriate Ensures prompt and courteous service to all internal and external customers Hires, trains, and develops team members Measures performance against established KPIs and creates comprehensive remediation plans when full team performance does not meet expectations Has responsibility for internal stakeholder communication regarding performance including escalation triage and the preparation and delivery of internal business reviews Mines people, process, and technology improvement ideas from their team and implements savings initiatives Anticipates and provides solutions to the most complex business, operations, sales, and service problems Analyzes data and trends to provide actionable insights for continuous improvement About You High School Diploma and 5 - 7 years of relevant experience. Preferred Qualifications: Experience supervising/managing a team of 15+ Excellent knowledge of contact center operations including workforce Management, Quality, Omni-channel, and Voice of the Customer Flexibility to support fluid team compositions over time: multiple services or workstream types with variable tools, resources, and KPIs Strong people and process management experience. Strong analytical skills and proficiency in creating and executing plans to improve performance/efficiency that include process changes or budget spend. Ability to thrive in a fast-paced and dynamic environment. Elevated level of proficiency in Microsoft Office, Excel, PowerPoint, Google Suite, Sheets, Docs, Google Drive, and Adobe. Account Management or Customer/Client Success experience #LI-MS2 Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more... **The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Responsibilities

The Call Center Supervisor will support front-line employees in service and processing activities, evaluate performance, and coach team members. They will also ensure prompt service to customers and implement improvement initiatives based on data analysis.