Sr. Manager, Call Center Operations - Insurance

Sales and Operations Management
55971 Requisition #
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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.


Position Summary:

This function is a critical member of the Service Center Operations team and provides significant leadership and management for a variety of insurance based/related teams.  These include but are not limited to telephone, chat, and e-mail support along with transaction/processing activities.  Also responsible for oversight of Project Management, Training, and Quality Assurance functions.


The role is responsible for the creation and implementation of strategic initiatives to enhance service quality and efficiency through continuous process improvement.


This role will report to the site General Manager.


Essential Duties:

  • Lead a team of 100+ FTE through the coaching and development of mid-level unit managers.  This includes a combination of contact center, processing, and support teams.
  • Responsible for preparing reports, presentations, recommendations, and ROI analysis for senior leadership on a regular and consistent basis.
  • Lead significant Service Center projects including but not limited to: call center technology upgrades, processing enhancements, and the deployment of new services and teams.
  • Support a culture of employee development and engagement.
  • Bachelor's degree
  • 5 or more years of experience in the field.



  • 3+ years of call center/service center experience in the insurance industry strongly preferred
  • Graduate Degree / MBA or industry designations such as CPCU
  • Working knowledge of Call Center technology
  • Excellent knowledge of the insurance business.


Work Traits:

  • Good verbal communication skills
  • Great analytical skills


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 requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
Gallagher 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.


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