Client Service Supervisor

Arthur J Gallagher • Las Vegas, NV

73d • Hybrid

About The Position

Welcome to Gallagher - a global leader in insurance, risk management, and consulting services. With a growing team of more than 52,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it's with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you'll play a pivotal role in shaping Gallagher's future and unlocking unparalleled opportunities for both clients and yourself. This is a hybrid position and will be based out of our Las Vegas office located at 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
• And more...

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees