Client Service Supervisor (Hybrid)

Gallagher • Rolling Meadows, IL

7d • Hybrid

About The Position

This hybrid role will be based in our Rolling Meadows office at 2850 Golf Rd., Rolling Meadows, IL 60008. The Client Service Supervisor supports a group of front-line employees in service, processing, and/or mail fulfillment activities. They evaluate on-the-job performance of assigned teams, coach and engage in progressive performance management, and ensure prompt and courteous service to all internal and external customers. The role involves hiring, training, and developing team members, measuring performance against established KPIs, and creating comprehensive remediation plans when team performance does not meet expectations. The supervisor is responsible for internal stakeholder communication regarding performance, including escalation triage and preparing/delivering internal business reviews. They will mine people, process, and technology improvement ideas from their team and implement savings initiatives, anticipate and provide solutions to complex business, operations, sales, and service problems, and analyze data and trends to provide actionable insights for continuous improvement.

Requirements

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

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
• 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

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED