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)
