Call Center Supervisor

Gallagher•Las Vegas, NV

14h•Hybrid

About The Position

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.

Requirements

High School Diploma and 5 - 7 years of relevant experience.

Nice To Haves

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

Responsibilities

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

Benefits

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
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