What Can You Expect?
We are seeking an experienced Team Leader to join our customer service team, specializing in personal insurance, employee benefits, and retirement programs. This role involves overseeing the team, monitoring the effectiveness and quality of their work, and reporting on results, KPIs, and SLAs.
We Will Count on You to:
- Oversee the customer contact team to ensure the delivery of high-quality services.
- Monitor the effectiveness and quality of the team's work, supervise the achievement of KPIs and SLAs, and implement actions to optimize services.
- Manage client interactions via phone and email.
- Supervise correspondence with clients to ensure timely and effective communication.
- Resolve ongoing issues and implement solutions to enhance customer satisfaction while analyzing team performance for continuous improvement.
What You Need to Have:
- A higher education degree.
- A minimum of 3 years of experience in people management with a proven track record of success.
- 4-6 years of professional experience, preferably in a contact center or call center environment.
- Strong command of English (minimum B2 level).
- Proficiency in computer skills and the MS Office suite.
- Excellent communication skills, including the ability to conduct professional conversations with clients.
- Attention to detail and a commitment to accuracy.
- Leadership skills and experience in team management.
What Makes You Stand Out:
- Experience in client service, particularly in a telephone-based role within an insurance, brokerage, or medical company (administration, claims, or call center).
- A proven track record of managing teams and driving performance.
Why Join Our Team?
- We are committed to helping you reach your full potential through professional development opportunities, engaging work, and supportive leadership.
- We foster a vibrant and inclusive culture where you can collaborate with talented colleagues to create innovative solutions that positively impact our clients and communities.
- Our scale allows us to offer a variety of career opportunities, along with benefits and rewards to enhance your well-being.
Candidates interested in this position are invited to complete the online application and attach their CV in English.
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan 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 mercer.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.