Client Service Supervisor (Hybrid)

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. How you'll make an impact 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 About You High School Diploma and 5 - 7 years of relevant experience.

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 #LI-MS2 Compensation and benefits At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. 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 At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)