Senior Call Centre Analyst
Mercer - Norwood, MA

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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 Sr. Call Center Analyst determines call center staffing requirements by analyzing trends, including call volumes and patterns, staff productivity and upcoming business events. They will develop call volume, handle time and productivity forecasts using multiple sources, including ACDs, workforce planning tools and MS Excel, as well as develop efficient staff schedules that achieve business goals such as ASA, Service Level and/or abandoned rates. This must be done at a client, group, site and call center level. Additional duties include maintaining staff performance by monitoring call volume, adjusting and reallocating staff resources; preparing call center staffing, volume, handle time and efficient reports; collecting analyzing and summarizing data and trends. The Sr. Call Center Analyst will work directly with Call Center Management to insure goals are met through intra-day management of shifts, skills and changes to plan. They will act as Tier 1 triage for most call center related technologies; provide access point for problem escalation and report to Tier 2, follow up and insure resolution for issues; insure accurate reporting through intra-day management of staff schedules.

Knowledge/Skills Required:
Ability to learn new systems, software and processes

Excellent time management skills and ability to work independently

2+ years of related experience in a contact center environment including proven experience in technical expertise listed above preferred




, IT Development/architecture and process aptitude a plus

Familiarity statistical analysis and other process improvement/Quality methodologies

Knowledge and experience with call flow technologies and strategies. Ability to demonstrate technical aptitude across various platforms (Avaya, Cisco and Aspect ACDs call routing, IVR integration, etc) supporting customer experience

Possess professional experience and aptitude to address escalated issues with a positive outcome

Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies

Experience with forecasting and scheduling predictions across all contact channels


analytical and data mining skills

Ability to build strong, effective relationships across all levels of the organization as a leader, team member and resource

Strong operational and technical knowledge with the ability to effectively communicate with technical and non-technical staff

Strong project management, organizational and presentation skills

Bachelor's degree in Business, Computer Science or related field

Minimum 2-4 years work-related experience in a call/contact center environment (previous staffing/scheduling experience preferred)

Familiarity with Scheduling Software and workforce monitoring systems such as IEX Totalview, TCS, Aspect-RTA or Nortel-CCMIS


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:



Client Service

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Marsh & McLennan Companies and its Affiliates

are equal opportunity employers

Mercer - 2 years ago - save job
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