Claims Contact Center Supervisor

11/23/2025

Lead and motivate the customer service team to achieve performance and quality objectives. Monitor and evaluate team performance while implementing strategies to improve operational efficiency and customer satisfaction.

Working Hours

40 hours/week

Company Size

5,001-10,000 employees

Language

English

Visa Sponsorship

About The Company

About Gallagher Bassett: We are the leading provider of claims and risk management services, helping people and companies prevent, manage and overcome the impact of risk. Our team of experienced professionals understands the nuances of your business and always delivers the outcomes that matter most to your organization. Our story is one of strategic decision making, innovation, commitment to quality, and delivering excellent service. With these, Gallagher Bassett provides a unique suite of claims management and related consulting and technical services. Gallagher Bassett introduced the Third-Party Claims Administrator (TPA) model to the local insurance industry. As pioneers in this fast-growing sector, we continue to set the benchmark for quality, customer service, and TPA systems across all insurance sectors. We have operations in the United States, Australia, and the United Kingdom. Being part of a global organization gives us an advantage in technology, processes, personnel, and consulting services. This combination of global reach and local market expertise enables us to quickly and accurately assess any situation and provide an optimal solution. Our clients can rest assured that we fully understand their needs and are equipped to act whenever, wherever, and however required.

About the Role

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.

Overview

About 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 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 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 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.

Key Skills

LeadershipTeam ManagementCustomer ServiceCoachingData AnalysisMultitaskingCommunicationOperational EfficiencyProblem SolvingCollaborationSchedulingMotivational ActivitiesQuality AssurancePerformance MonitoringInsurance KnowledgeMicrosoft Office