Client Service Supervisor (Hybrid)

Gallagher; Rolling Meadows (IL); Hybrid; Confidential; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative, people-first culture

Job summary

Gallagher in Rolling Meadows, IL, is seeking a collaborative leader for a hybrid role that supports front-line service teams. You’ll coach 15+ staff, manage performance against KPIs, and drive process improvements while delivering excellent internal and external customer service.

Requires a High School Diploma and 5–7 years’ relevant experience, with strong knowledge of contact center operations, workforce management, and data analysis.

Qualifications

• High School Diploma and 5-7 years of relevant experience.
• Experience supervising a team of 15+.
• Strong knowledge of contact center operations including workforce management, quality, omni-channel, and VOC.
• Strong analytical and process-improvement capabilities.

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 KPIs and creates remediation plans.

Skills

People management

Process management

Team leadership

Contact center operations

Analytical skills

MS Office/Google Suite

Education

High School Diploma

Tools

Microsoft Office

Excel

PowerPoint

Google Suite

Sheets

Docs

Adobe

Job description

Introduction

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.

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.

Overview

This hybrid role will be based in our Rolling Meadows office at 2850 Golf Rd., Rolling Meadows, IL 60008.

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.

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

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)