Hybrid Client Services Lead & Performance Coach

Arthur J. Gallagher & Co. (AJG); Rolling Meadows, Northern (IL, KY); Hybrid; USD 70,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development

Collaborative culture

Global reach with local impact

Job summary

Gallagher seeks a experienced leader to manage a rolling Meadows contact center team in a hybrid role based at our Rolling Meadows, IL office. You will coach staff, drive performance improvements, and ensure outstanding service to customers while aligning with KPIs and budgets.

The role requires 5–7 years of relevant experience, strong people leadership, and proficiency with MS Office and data analysis to optimize operations. This position offers growth, collaboration, and a local impact.

Qualifications

• High School Diploma and 5–7 years of relevant experience.
• Experience supervising a team of 15+ and managing performance.
• Strong knowledge of contact center operations and KPIs.
• Proficient in data analysis and process improvement.

Responsibilities

• Supports front-line employees in service, processing, and mail activities.
• Evaluates on-the-job performance of assigned teams.
• Coaches and manages progressive performance for the team.
• Ensures prompt, courteous service to internal and external customers.
• Hires, trains, and develops team members.
• Measures performance against KPIs and creates remediation plans.
• Communicates performance to internal stakeholders, including escalations and business reviews.
• Drives ideas for people, process, and technology improvements and savings.
• Analyzes data trends for continuous improvement.

Skills

Leadership

People management

Data analysis

MS Office

Excel

PowerPoint

Google Suite

Adobe

Education

High School Diploma

Tools

MS Office

Excel

PowerPoint

Google Suite

Adobe

Job description

Gallagher seeks a experienced leader to manage a rolling Meadows contact center team in a hybrid role based at our Rolling Meadows, IL office. You will coach staff, drive performance improvements, and ensure outstanding service to customers while aligning with KPIs and budgets.

The role requires 5–7 years of relevant experience, strong people leadership, and proficiency with MS Office and data analysis to optimize operations. This position offers growth, collaboration, and a local impact.