Customer Service Supervisor

Arthur J. Gallagher & Co. (AJG); Bradenton (FL); On-site; USD 55,000 - 65,000; Full time

Job summary

Join a dynamic global brokerage team where you can leverage your leadership skills as an Insurance Call Center Supervisor. In this role, you'll oversee daily operations, ensuring exceptional customer service and team performance. With a strong focus on insurance knowledge and operational efficiency, you'll be instrumental in guiding a talented group of agents. This innovative firm values diversity and inclusion, providing a supportive environment for personal and professional growth. If you're passionate about making an impact in risk management, this opportunity is perfect for you.

Benefits

Medical/Dental/Vision Plans

Life and Accident Insurance

401(K) and Roth Options

Tax-advantaged Accounts (HSA, FSA)

Educational Expense Reimbursement

Paid Parental Leave

Digital Mental Health Services

Flexible Work Hours

Training Programs

Charitable Matching Gift Program

Qualifications

• 3-5 years experience in call center, 1-2 years in supervisory role.
• Strong knowledge of insurance products and excellent leadership skills.

Responsibilities

• Supervise call center agents, ensuring compliance and quality standards.
• Handle escalated customer inquiries and complaints effectively.

Skills

Leadership Skills

Customer Service

Problem-Solving

Communication Skills

Insurance Knowledge

Call Center Software Proficiency

Analytical Skills

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Microsoft Office Suite

Call Center Software

Job description

Introduction

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

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.

Overview

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 60,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

We are seeking a dedicated and experienced Insurance Call Center Supervisor to oversee the daily operations of our call center team. The ideal candidate will have a strong background in insurance, excellent leadership skills, and a commitment to providing outstanding customer service. The supervisor will be responsible for managing a team of call center agents, ensuring efficient and effective handling of customer inquiries, and maintaining high levels of customer satisfaction. This position is on-site.

Position Details:

• Salary Range: $55/K yr - 65K/yr, based on experience and qualifications.
• Work hours: Monday to Thursday, 9:00 AM - 6:00 PM; Friday, 8:00 AM - 5:00 PM.
• Location: in-office located at 8430 Enterprise Circle, Bradenton, FL.
• Benefits start day 1!

How you'll make an impact

Key Responsibilities:

• Supervise and lead a team of call center agents, providing guidance, support, and performance feedback.
• Monitor call center operations to ensure compliance with company policies, procedures, and quality standards.
• Develop and implement strategies to improve customer service and operational efficiency.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Conduct regular training sessions to enhance the skills and knowledge of call center agents.
• Analyze call center metrics and prepare reports on performance, identifying areas for improvement.
• Collaborate with other departments to ensure seamless communication and service delivery.
• Maintain up-to-date knowledge of insurance products, services, and industry regulations.
• Assist in the recruitment and onboarding of new call center agents.

About You

Qualifications:

• Minimum of 3-5 years of experience in a call center environment, with at least 1-2 years in a supervisory role.
• Strong knowledge of insurance products and services.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to handle high-pressure situations and make sound decisions.
• Proficient in call center software and Microsoft Office Suite.
• Strong analytical and problem-solving abilities.

#LI-KB3

Compensation and benefits

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.