Contact Centre Team Leader

1 week ago

Melbourne, Australia Mercer Full time

**Contact Centre Team Leader
**What can you expect**:

- A great opportunity to grow your leadership capability in a global organization with a local feel.
- Bring your passion for leadership and achieving results through others.
- Our purpose is to create better lives for our customers and clients through providing excellent customer service to superannuation members.

**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**:

- To be an inspiring and engaging leader to lead a team of 15 Helpline Consultants.
- Focus your strong coaching and training abilities to deliver high performance focused on excellent and efficient customer service.
- Support your team to successfully navigate ongoing change in a dynamic environment.
- Ensure compliance with all relevant legislation and internal policies through quality monitoring and closed loop feedback.
- Provide front-line technical support to your team of helpline consultants for all queries in relation to superannuation products and work that we undertake on behalf of our clients.
- Build effective, strong and positive working relationships with stakeholders including external clients, and internal colleagues, with strong, positive representation of the Helpline.
- Working knowledge of contact centre operations including queue management, KPIs and operational systems and methodologies.
- Model Mercer’s PRIIDE values and our code of conduct ‘The Greater Good’.

**What you need to have**:

- Proven team leadership experience with a track record in inspiring and engaging customer service teams
- You are down to earth, motivated by your team's success and get a kick out of helping others be their best.
- Tertiary education (preferred but not essential)
- Superannuation, financial services or experience in a compliant or regulated environment will be highly regarded.
- Strong oral and written communication skills
- Demonstrated project management skills and the ability to engage and influence stakeholders.
- RG146 Compliant or willingness to complete qualification within 12 months of commencement.

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, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.

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