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Claims Contact Center Supervisor Position: Claims Contact Center Supervisor at Gallagher About Gallagher 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. 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 Gallagher GCoE LatAm is part of Gallagher’s global network of Centers of Excellence, designed to deliver scalable, high-quality, and cost-effective solutions. Guided by enterprise priorities and a commitment to long‑term value creation, GCoE LatAm positions itself as a dynamic and future‑ready partner for our businesses and our people. As a Claims Contact Center Supervisor, you will be responsible for leading and motivating a team of customer service agents, ensuring they meet performance and quality objectives. This challenging role requires you to be a motivator, coach, subject matter expert, diplomat, data analyst, and multitasker. How You’ll Make an Impact Lead and motivate the customer service team to achieve performance and quality objectives. Provide ongoing coaching to agents, addressing operational statistics, recent calls, and quality outcomes. Monitor and evaluate team performance, providing feedback and continuous development. Monitor live contacts and conduct side‑by‑side evaluations with agents to enhance performance. Manage team scheduling to ensure adequate and efficient coverage. Implement strategies to improve operational efficiency and customer satisfaction. Resolve complex situations and escape issues when necessary. Collaborate with other departments to ensure alignment of objectives and processes. Plan motivational activities, such as competitions and team events, to foster team spirit. About You Professional, Technician, or Technologist. Minimum of 3 years of customer service experience, with at least 1 year in a supervisory role. Strong leadership and team management skills. Excellent verbal and written communication skills. Advanced English level (Bilingual). Desirable Experience in the insurance sector. Advanced knowledge of Microsoft software, including Excel, PowerPoint, Outlook, and Word. Ability to handle multiple tasks and priorities in a dynamic environment. Job Details Seniority level: Not Applicable Employment type: Full‑time Job function: Other Industries: Insurance #J-18808-Ljbffr
