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Operations Manager - Call Center

Company: Gallagher
Location: Las Vegas
Posted on: January 15, 2022

Job Description:

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.

The Call Center Operations Manager oversees the daily operations of various customer service teams, including hiring, directing, coaching, mentoring and developing supervisors. Furthermore, this position is focused on collaborating with Gallagher departments across the U.S. to achieve exceptional service results.


  • Manage and oversee the daily operations of the various call center and/or processing teams for the Las Vegas Service Center
  • Hire, direct, coach, mentor, and develop first level supervisors and team leads
  • Serve as a liaison with business partners to lead through changes and manage intake of new Gallagher departments
  • Create and manage P&L reporting to both internal and external stakeholders
  • Drive a culture of process improvement
  • Manage a balance between quality and efficiency to deliver exceptional service results
  • Produce and present reporting and metrics for review by senior leadership
  • Performs other duties as assignedREQUIRED QUALIFICATIONS:
    • 7 years of relevant experience managing in a call center environment
    • Bachelor's degree
      • 3+ years of call center operations experience with teams of at least 100 - 150 in total size
      • 1 + years of managing first level supervisors
      • Strong people and process management experience

        U.S. Eligibility Requirements:
        • Interested candidates must submit an application and resume/CV online to be considered
        • Must be 18 years of age or older
        • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
        • Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
        • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosureGallagher offers 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.

          Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. 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 applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.


          Additional Information

Keywords: Gallagher, Las Vegas , Operations Manager - Call Center, Executive , Las Vegas, Nevada

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