Client Services Leader (Hybrid) – People & Performance

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

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.