Client Service Supervisor (Hybrid)
Gallagher•Las Vegas, NV
•Hybrid
About The Position
This hybrid role will be based in our Las Vegas office at 777 N. Rainbow Blvd., Las Vegas, NV 89107. Although we are not currently hiring for this position, we expect future growth and are building a pipeline of qualified candidates for upcoming opportunities. We'd love to start the conversation now and reach out as soon as a formal opening becomes available.
Requirements
- High School Diploma and 5 - 7 years of relevant experience.
- 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
Nice To Haves
- Experience supervising/managing a team of 15+
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
