Training Specialist, Contact Centre

**Training Specialist, Contact Centre**

**What can you expect?**

Mercer is seeking a dynamic and innovative individual to join our Pacific Contact Centre team based out of Melbourne as a Contact Centre Training Specialist. In this role, you will provide effective induction training services to Mercer’s Financial Services Contact Centre teams and support the delivery of learning across other key areas of responsibility for the team where necessary.

Under the guidance of the Contact Centre Training Manager, you will assist with the design, delivery and maintenance of training activities for colleague onboarding and ongoing upskilling and development. Your guidance will be instrumental in shaping the learning experience for our colleagues, enabling them to excel in their role and deliver exceptional service to our clients.

**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**:

- Design, deliver, assess and evaluate face to face, virtual / digital and eLearning programs.
- Perform considered evaluation of program content, delivery, industry trends, assessment results and feedback and enact plans designed to optimize the programs produced for the Contact Centre.
- Develop mastery of all of the platforms required to execute on the team’s delivery and evaluation strategy, including administration and scheduling.
- Participate in ongoing and persistent upskilling to ensure that the delivery of programs is aligned with current regulatory, economic and internal environment in addition to contemporary learning trends and innovations.
- Support the delivery of other programs to deliver on functional strategy, in addition to enterprise-wide initiatives where required.

**What you need to have**:

- Certificate IV Workplace Training and Assessment (preferred)
- Qualifications in Learning & Development
- At least 2+ years’ experience in Learning & Development design and delivery
- Demonstrated experience in the use of e-learning, Learning Management Systems and Digital Facilitation Tools.
- Demonstrable expertise in customer service (call centre preferred)
- A strong understanding of adult learning principles.
- An ability to analyse results and identify opportunities to improve induction processes.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.