Lead Specialist

We are seeking a talented individual to join our Transformation team at Mercer. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.

Lead Specialist -Metrics, Analytics & Reporting

We will count on you to

• Develop and maintain reports, dashboards, and scorecards that track key business metrics for Contact Centres.
• Gather data from multiple sources, ensuring accuracy and consistency in reporting.
• Analyse data to identify trends, patterns, and insights that can drive business decisions.
• Work closely with business units to understand their reporting needs and deliver tailored solutions.
• Continuously evaluate and improve reporting processes and tools for efficiency and effectiveness.
• Provide training and support to users on how to access and interpret reports.
• Collaborate with IT and data teams to ensure data quality and the integration of reporting systems.
• Manage ad-hoc reporting requests and deliver timely responses to business inquiries.

What you need to have:

• 3-5 years of experience in IT support services, with significant reporting experience in managing large-scale data & reporting requirements.
• Proven experience in a reporting or data analysis role.
• Experience in design, develop and deployment of rich Graphic visualizations with Drill Down and Drop up options using Qlik view
• Experience in creating Qlik Sense based Reports using multiple sources. Responsible for deploying the dashboards Responsible for performance tuning on SQL Server queries and stored procedures
• Experience with Scheduled Automatic refresh and scheduling refresh in Qlik Sense service along with using Qlik Sense gateway.
• Developed analysis reports and visualization using DAX functions on PowerBI like table function, aggregation function and iteration functions
• Deliver advanced/complex reporting solutions such as Dashboards and Standardized reports using Qlik Sense Desktop
• Strong End to end experience in designing and deploying data visualizations using Qlik Sense.
• Experience in using Python and R scripts in Qlik Sense dashboards
• Experience with Advanced Reporting and Dashboards in Qlik Sense.
• Strong proficiency in MS SQL Server and prior experience in MS SQL Server performance tuning- Advanced knowledge of T-SQL, including transactions, error handling, CTEs, Row_Number/Over, hierarchical data sets. - Excellent understanding of indexes, locks, execution plans and file stats-
• Conveys the designs to the software development teams via discussion, documentation and prototype code
• Ability to translate complex data into actionable insights for non-technical audiences.
• Over 5+ years of experience in IT support services, with significant reporting experience in managing large-scale data & reporting requirements.
• Good knowledge of IT Services functions and their responsibilities and strong analytical and problem-solving ability
• The ability to work and team effectively with business, management personnel, and diverse and geographically dispersed teams
• Basic reporting skills
• Possess innovative mindset by being open to new ideas and works comfortably with global teams  

 What makes you stand out: 

• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's approximately 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 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 Follow Mercer on LinkedIn and Twitter.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity 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.

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 , or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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.