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Mercer
is seeking candidates for the following position based in
Melbourne
:

Contact Centre Training Manager


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 Manager. In this role, you will have the opportunity to lead a small team to optimize and execute the Contact Centre training strategy, ensuring a holistic E2E colleague centric approach to learning outcomes.

You will work closely with the Contact Centre leadership team to design, deliver and maintain training activities for colleague onboarding and ongoing upskilling and development. Your expertise and 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
Leadingtraining 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:

Have oversight of the contact centre induction program including delivery, regular review & continuous improvement to ensure fitness for purpose
Support ongoing learning post induction focused on client/team specific learning outcomes
Provide support & oversight of any initiatives driven by changes in clients, industry, legislation, systems and processes
Develop and measure learning and development team members against KPIs contribute to the overall success of the Contact Centre Team
Conduct detailed analysis to determine requirements and designs required to embed required knowledge and culture outcomes.

What you need to have:

Certificate IV Workplace Training and Assessment
Qualifications in Learning & Development
At least 2-3 years experience in a Learning & Development role
Stakeholder engagement and management skills including facilitating discussion, influencing, driving outcomes
Demonstrated experience delivering results through others through coaching and mentoring capability
Ability to create and review data sets to take evidence based actions
Strong focus on customer service.

What makes you stand out?

Previous Customer Service/Contact Centre experience desirable
RG146 qualification in Superannuation preferred but not essential
Tertiary education preferred but not essential
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercers approximately 25,000 employees are based in 43 countries and the firm operates in 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the worlds leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $20 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 (link removed). Follow Mercer 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.