Contact Center Supervisor

Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Call Center Supervisor where you will be the key contact in servicing, educating, and resolving day to day operational issues for our Mercer Marketplace Active Call Center Clients.

What can you expect?

• Oversee Contact Center Team to ensure compliance with internal processes, procedures and quality standards; and provide training, coaching and development opportunities
• Setting and prioritizing team goals to drive continuous improvement
• A fast-paced, collaborative workspace with a supportive team
• A dedicated, diverse team with great tenacity and ‘can do’ attitude
• Ability to lead highly visible projects with cross-functional internal and external stakeholders
• Supportive management and leadership team

What is in it for you?

• Work for a global company with excellent benefits and a dynamic culture
• Excellent growth/advancement opportunity
• Work with collaborative, intelligent, solutions-focused colleagues who truly care about the work, and each other, while maintaining work-life balance

We will count on you to:

• Execute the vision for and lead the overall performance of the operations unit in collaboration with the business leader
• Oversee a broad scope of professional management activities related to the day-to-day management of the operation
• Provide leadership and direction to managers towards achieving department and organization objectives

What you need to have:

• 2-5 years relevant industry experience and proven leadership experience required, with a focus on goal setting and coaching
• Ability to drive to results by making decisions in a proactive, timely way and establishing priorities with clear goals and responsibilities to achieve results
• Ability to lead change by effectively building commitment and winning support for initiatives
• Demonstrated ability to lead others and follow-through on projects to completion
• Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally
• Ability to work the closing shift of 11:30am-8:00pm CST/ 12:30pm-9:00pm EST Monday-Friday and occasional Saturdays during season peak times

What makes you stand out:

• Bachelor’s degree preferred
• Proven ability to exercise sound judgment and strong problem solving skills.
• Call Center Leadership experience
• Life &Health licensed with applicable experience
• Proven project and time management skills; must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment.
• Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer/employee relations skills in the performance of all essential job functions

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.mercer.com/. Follow Mercer on Twitter @Mercer.