Client Service Supervisor

Gallagher • Las Vegas, NV

10d • Hybrid

About The Position

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.

Please note that 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.

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

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

What This Job Offers

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