Enterprise Contact Center Leader at Eli Lilly and Company

Hyderabad, Telangana, India

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Bachelor’s Degree and relevant technical or management experience
10+ years of experience leading enterprise-scale contact center operations, ideally in a digital-first or hybrid environment
Proven leadership in digital transformation and contact center modernization efforts
Experience with CCaaS technologies (e.g., IVR, chatbots, voice, email, SIP/VOIP integrations)
Strong communication, stakeholder management, and executive reporting skills
Demonstrated ability to operate within a global, matrixed organization
Experience with managing vendor/partner relationships and multi-tenant support environments
Flexibility to accommodate global team needs and travel as necessary
Availability to work flexible work hours, including non-standard hours, weekends, and holidays to support continuous operations across two shifts

Responsibilities

Lead and manage the enterprise Employee Digital Contact Center, including all delivery channels (chat, phone, email, chatbot) and partner/vendor operations
Define and drive strategy for delivering an integrated and seamless employee support experience across multiple functions, globally (e.g., IT, Finance, HR, Commercial)
Establish and track KPIs to ensure high-quality service delivery, continuous improvement, and accountability
Provide operational leadership, including escalation management, capacity planning, and continuous improvement
Partner with cross-functional business and technology teams to identify emerging needs and deliver scalable contact center solutions
Oversee implementation and integration of new systems and enhancements within the contact center ecosystem
Ensure effective governance of third-party service providers and multi-tenant contact center environments
Promote a culture of service excellence, coaching and mentoring contact center leadership and support staff

Skills

Contact Center Management

Multi-Channel Support

Chat Support

Phone Support

Email Support

Digital Channels

Operational Excellence

Employee Experience

Strategic Planning

Customer Service

Eli Lilly and Company

Develops and delivers prescription medicines globally

About Eli Lilly and Company

Eli Lilly and Company is a global pharmaceutical company that focuses on discovering, developing, and delivering medicines to improve health. The company has a long history of scientific achievements, including the creation of insulin, the first life-saving treatment for diabetes. Lilly's operations involve extensive research and development to create new medications and enhance existing ones, ensuring they are safe and effective. Their products are primarily prescription medicines sold to healthcare providers for various medical conditions, including diabetes, cancer, and pain management. What sets Lilly apart from its competitors is its strong commitment to ethical practices and the protection of its products from counterfeiting. The company's goal is to enhance lives through innovative medical solutions while maintaining high standards of quality and ethics.

Indianapolis, IndianaHeadquarters

1876Year Founded

$1,180.1MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Competition from Novo Nordisk's Ozempic may impact tirzepatide's market share.

Potential construction delays in Indiana could affect GLP-1 drug production timelines.

Regulatory challenges may hinder Kisunla's expansion in new Alzheimer's markets.

Differentiation

Eli Lilly's rich history includes the first life-saving insulin treatment.

Lilly's strategic partnerships enhance its position in neurodegenerative disease treatments.

FDA approval of Zepbound opens new therapeutic markets for sleep disorder treatments.

Upsides

Lilly's $9 billion complex in Indiana boosts GLP-1 drug production capacity.

Kisunla's approval in China expands Lilly's Alzheimer's treatment market in Asia.

Collaboration with EVA Pharma enhances Lilly's reputation as socially responsible.

Land your dream remote job 3x faster with AI

Try Jobo Free