title
  • Work with the world’s leading companies and organizations to help them meet their most critical business challenges – Mercer counts 9 out of 10 Fortune® 100 companies among its clients
  • Work for a company where diversity and inclusion are guiding principles – Mercer provides a supportive environment that encourages different approaches and different points of view. Our corporate culture respects and thrives on the individual cultures of our employees
  • Work with the best and brightest individuals, colleagues who are committed to exceeding the high standards set by our clients – and by ourselves
  • Work for a company that offers a vast array of learning and development opportunities
  • Work for a company that conducts business with the very highest standards of integrity
  • Company Name:
    Mercer
  • Location:
    Houston, TX 77001
  • Status:
    Full Time, Employee
  • Reference ID:
    HOU000RM

Work should be a rewarding experience

Mercer offers a comprehensive total rewards package designed with your health and wealth in mind.

MMC and its Affiliates are equal opportunity employers.

Mercer, a wholly owned subsidiary of Marsh & McLennan Companies, Inc. is the world leader in helping organizations leverage the power of their people to achieve peak company performance.

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.



About Job
Call Center Team Leader

The Call Center Team Leader is responsible for the management of all aspects of the service center operations for a specific group of clients.  To fulfill this role, the Call Center Team Leader will:

  • Coordinate and manage the delivery of service center team processes, client deliverables, and participant service initiatives

  • Work directly with client and client teams on implementation for new clients

  • Work with IT, Product development, and other Mercer departments to test, review and implement service center technologies 

  • Facilitate effective service delivery to plan participants by helping the team create, implement and maintain service center requirements, statements of work, and service level agreements

  • Gather, analyze and report on service center metrics per client and across teams

  • Ensure accurate processes are followed and documented across the contact center

  • Provide appropriate resources for tours and client site visits by working with various departments to determine the needs, identify strategy and deliver effective information during potential client visits as well as on-going client site visits

  • Participate in performance planning and coaching direct reports, compensation management, managing the staffing and composition of the service center teams and succession planning


  • BA/BS degree and 1-3 years' experience in both project management and Health & Group and/or Pension programs

  • Experience as project manager required, preferably in the health care field

  • Knowledge of Federal, State and Local guidelines

  • Knowledge of call center technology - ACD, IVR, Case management Tools, Cognos, etc.

  • Previous experience as a project manager required

  • Ability to prioritize tasks and delegate to others

  • Ability to organize and motivate teams

  • Superior analytical and strategic planning skills

  • Superior communication skills and interpersonal

  • Excellent team skills



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