Job Description

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.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

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

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

Preferred Qualifications:

• 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

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 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

Other benefits include:

• 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...

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements and Pay Disclosure Statement

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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