Call Center Supervisor

Gallagher•Torrance, CA

1d•$60,000 - $80,000

About The Position

Keenan, now a part of Gallagher, is a leading insurance brokerage and consulting firm serving hospitals, public agencies, and California school districts. Specializing in employee benefits, workers' compensation, loss control, financial services, and property & liability, Keenan is committed to delivering innovative solutions that protect and empower the communities we serve. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. Keenan has an exciting career opportunity for a Customer Service Supervisor in our Torrance, CA office. The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service and clerical team to ensure exceptional service delivery and customer satisfaction. This role involves supervising, coaching, and motivating team members, resolving escalated customer issues, and implementing strategies to improve service quality and efficiency. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to drive team performance in alignment with organizational goals.

Requirements

Education: A Bachelor's degree in Business Administration, Communications, or a related field is preferred.
Experience: Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
Skills: Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict resolution skills.
Proficiency in customer service software and tools.
Ability to analyze data and generate actionable insights.
Attributes: Customer-focused mindset with a commitment to delivering high-quality service.
Ability to work in a fast-paced environment and manage multiple priorities.
Strong organizational and time management skills.

Nice To Haves

Experience in the insurance industry is a plus.

Responsibilities

Team Leadership and Supervision:
Lead, mentor, and supervise a team of customer service representatives.
Monitor team performance and provide regular feedback to ensure high levels of productivity and service quality.
Conduct regular team meetings to communicate updates, address concerns, and foster a collaborative environment.
Customer Service Excellence:
Ensure the team delivers exceptional customer service by adhering to company policies and standards.
Handle and resolve escalated customer inquiries and complaints in a timely and professional manner.
Monitor customer interactions to identify areas for improvement and implement corrective actions.
Performance Management:
Set performance goals and KPIs for the customer service team.
Conduct performance evaluations and provide coaching to support employee development.
Identify training needs and coordinate training sessions to enhance team skills and knowledge.
Operational Efficiency:
Develop and implement processes to improve service efficiency and customer satisfaction.
Monitor and analyze customer service metrics and prepare reports for management.
Collaborate with other departments to address customer needs and resolve service-related issues.
Problem Solving and Decision Making:
Identify and address operational challenges and implement solutions to improve workflow.
Stay updated on industry trends and best practices to enhance the customer service function.
Compliance and Reporting:
Ensure compliance with company policies, procedures, and regulatory requirements.
Maintain accurate records of customer interactions, team performance, and operational activities

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