Contact Centre Analyst – 12+ Month Contract
We are seeking a talented individual to join our Contact Centre Technology Platforms team at Mercer. This role will be based Melbourne and requires a hybrid work arrangement with at least three days of in office attendance.

As a Contact Centre Analyst, you 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.

We will count on you to:

Provide internal support for queries and issues related to Five9, Verint and other applicable platforms, ensuring timely resolution in collaboration with IT and third-party vendors.

Manage and maintain contact centre technologies, including call flows and related systems, to optimize the customer experience and meet service standards.

Analyze, document, and implement developments and enhancements to contact centre applications, contributing to continuous improvement initiatives.

Conduct system testing and ensure services are restored after changes, acting as a key interface with stakeholders to facilitate effective implementation.

What you need to have:

Demonstrated experience in complex customer queries and support, with proven problem-solving and analytical skills.

Knowledge of contact centre applications, processes and systems.

Strong organizational and communication skills, with a methodical approach to problem-solving and testing.

Tertiary qualifications preferred, but not essential.

What makes you stand out:

Experience in superannuation and a strong understanding of contact centre technology, including telephony, email and call recording systems.

A flexible approach to change and innovation, with a strong drive to succeed and attention to detail.

Ability to build and maintain relationships with internal and external stakeholders, demonstrating effective communication and collaboration skills.

Why Join Our Team?

We help you be your best through professional development opportunities, interesting work and supportive leaders.

We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

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.