Claims Contact Center Supervisor

IntroductionWelcome 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.OverviewAbout Gallagher GCoE LatAm: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.What makes us different is The Gallagher Way, our shared commitment to doing business the right way, supporting each other, and creating opportunities to learn and grow.Through strategic service planning and the power of global talent, we drive operational efficiency, innovation, and sustainable growth across the region while fostering a collaborative environment where every colleague is valued, respected, and encouraged to explore new ideas.At GCoE LatAm, you’ll find more than a place to work. You’ll discover a culture where curiosity is celebrated, career journeys are supported, and the impact of your contributions can be seen around the world.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. If you have customer service experience and are ready to take your leadership skills to the next level, we invite you to join our team!How You'll Make An ImpactLead 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 escalate 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 YouProfessional, 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.