Senior Call Centre Analyst Job
Mercer - Norwood, MA

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Senior Call Centre Analyst-NOR002OD


Mercer is the global leader for trusted Human Resources and related financial advice, products and services. In our work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths in consulting, outsourcing and investments place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is an operating unit of Marsh & McLennan Companies.

Marsh & McLennan Companies is a leading global professional services firm with roots dating back to 1871. We employ over 50,000 employees in more than 100 countries with annual revenue exceeding $11 billion. Marsh & McLennan Companies is the parent company of a number of the world's leading risk experts and specialty consultants, including: Marsh, our insurance broker and risk advisor; Guy Carpenter, our risk and reinsurance specialist; Mercer, our provider of HR and related financial advice and services; and Oliver Wyman, our management consultancy.

The Senior Call Centre Analyst is responsible for providing professional telephone consultation to client members on human resource management issues to include: report generations, issue and dispute resolution, performance management, compliance and integrity, sexual harassment, and policy administration. Also involves disseminating and providing guidance to client members on company policies and procedures in compliance with applicable state and federal laws (i.e., EEO, ADA, ADEA, FLSA, OSHA, FMLA, etc.). To fulfill this role, the Senior Call Center Analyst will:

  • Interact with all levels of call center managers/supervisors to solve complex issues
  • Handle multiple queues and dealing with each item quickly and appropriately
  • Track and report items handled on a weekly basis
  • Coordinate work at home support for 200+ employees
  • Manage securities licensing administration
  • Conduct identified client training as necessary
  • Ensure compliance with client policies and practices
  • Identify client trends and provide recommendations for improvement.
  • Maintain compliance with federal and state regulations concerning employment and affirmative action filings

BS/BA degree in human resources management or related field (PHR a plus)

A minimum of 5 years Human Resource Generalist and/or Employee Relations experience

Excellent communication skills, both oral and written

Knowledge of Microsoft applications (i.e., Word, PowerPoint, Excel) and the ability to learn client software applications for case management

Strong presentation, training, telephone and customer service skills

Excellent organizational skills and attention to detail with the ability to self-motivate, manage multiple tasks and work in a fast-paced environment

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at:

Job: Client Service
Primary Location: US-MA-Norwood

Marsh & McLennan Companies and its Affiliates
are equal opportunity employers

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Mercer is a global consulting leader in talent, health, retirement, and investments. Mercer helps clients around the world advance the...