Call Center Operations Supervisor

: About Us: Welcome to Gallagher - a global leader in insurance, risk management, and consulting services. With a growing team of more than 45,000 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. 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 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures. Gallagher's Sales Team assists individuals across North America benefit from our direct-to-consumer, non-insurance discount memberships that help consumers significantly reduce out-of-pocket health-related expenses.

• This is an in office position M-F

Responsibilities: Essential Duties and Responsibilities:

• Supervises customer service/sales representatives.
• Evaluates on-the-job performance of customer service/sales team
• Coaching and progressive performance management of team.
• Creates and executes against specific action plans for those with low sales/productivity/quality/attendance trends to understand and address root cause.
• Ensures prompt and courteous service to all customers.
• Hires, trains, and develops hourly associates within department.
• Measure performance with key metrics in the contact center
• Has responsibility for account management/customer service activities within the contact center.
• Has responsibility for meeting sales/cross sale, conversion, and retention performance results
• Collaborate with sales leadership to develop, implement, and enhance sales strategies and processes.
• Implements the contact center policies and procedures and its operating plans.
• Directly anticipates and provides solutions to the most complex business, operations, sales, and service problems.
• Analyzes sales data and trends to provide actionable insights for continuous improvement.

Qualifications: Required:

• Associate degree in Business, Sales, or related field, and or 5 or more years related experience required
• Excellent knowledge of contact center operations
• Proven record of accomplishment successfully driving key initiatives in a sales environment

Work Traits:

• 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.
• Ability to work independently and as part of a team.
• Elevated level of proficiency in Microsoft Office, Excel, PowerPoint, Google Suite, Sheets, Docs, Google Drive, and Adobe.

#LI-KB3 Additional Information: Click Here to review our U.S. Eligibility Requirements We offer competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function), training programs, matching gift program, and more.