Contact Centre Analyst

**Contact Centre Analyst**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- 1. Voted #1 HR Consulting Company Globally_
- 2. Melbourne CBD (Docklands) _
- 3. Hybrid office and work from home environment_
- 4. Great Package _
- 5. Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- Flexible hybrid work environment
- Leading training and development programs
- Professional environment where your career path really matters and is supported in our global organization
- Great team of energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
This role will primarily be responsible for Mercer contact centre technology platforms and focused on user support, platform administration, project delivery, continuous improvement and supporting development cycles for these platforms.

Experience and knowledge of contact centre operations and user support, strong organization and communication skills, a methodical approach to problem solving and testing and a technical mindset are important for success in this role.

Working closely with key business stakeholders and enablers (including external providers), the Contact Centre Analyst will ensure that digital platform requirements and objectives are clearly defined, agreed and understood to facilitate effective business and channel implementation that delivers a seamless customer experience and supports the realization of desired, sustainable outcomes.

**Responsibilities;**

**Support**
- Provide internal support to various business areas for any queries and issues related to Genesys PureConnect / Genesys Cloud and other applicable platforms
- Liaise closely with Mercer IT and 3rd party vendors to ensure the timely resolution of any issues
- Perform system testing to ensure services are restored after changes are made to production systems
- Act as a key interface with internal stakeholders and external service providers

**Systems**
- Manage, maintain and develop contact centre technologies including Genesys PureConnect / Genesys Cloud (telephony, call recording, feedback, quality, and dialler) and Teleopti.
- Manage the design and structure of call flows and related technology to ensure an optimal experience, and service standards for our corporate clients
- Work with internal and external stakeholders, including management, team leaders, clients, IT and suppliers to drive change to existing system configurations.
- Create and maintain documentation and processes
- Contribute to identifying emerging technologies and industry innovation to ensure contact centre technology solutions continue to meet business, client and customer needs
- Contribute to continuous improvement to ensure Mercer’s contact centre solutions remain best in class
- Determining, analyzing and documenting developments and enhancements with moderate direction required
- Testing with moderate direction required

**What you need to have**:
**Education**
- Tertiary qualifications preferred, but not essential.

**Experience**
- Demonstrated experience with complex customer queries and support
- Proven problem solving and analytical skills with strong multi-tasking ability
- Experience / knowledge of contact centre processes / systems is a distinct advantage, particularly Genesys PureConnect / Genesys Cloud.
- Superannuation knowledge / experience a distinct advantage

**Knowledge and Skills (general and technical)**
- Strong analytical and documentation skills
- Strong business, interpersonal and communication skills
- Motivated with plenty of energy and drive to succeed
- Flexible approach, thriving on change and innovation, balanced by attention to detail and structured thinking
- Initiative and enthusiasm
- Organised multi-tasker
- Demonstrated knowledge in contact centre technology including telephony, call recording and outbound diallers

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status