Global Employee Contact Centre – Service Lead at Eli Lilly and Company

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceutical, HealthcareIndustries

Requirements

Bachelor’s degree in information technology or a related field (preferred)
8+ years of experience in IT support, with at least 2 years in a leadership or team lead capacity
Proven track record of managing performance and driving operational success in a global support environment
Availability to work flexible work hours, including non-standard hours across two shifts for continuous operations
Proficient in ITSM tools like ServiceNow

Responsibilities

Oversee real-time ticket volume, queue management, and staffing coverage to ensure service continuity
Monitor and act on key performance indicators such as CSAT, first-contact resolution, and average handle time
Collaborate with Workforce Management to ensure optimal scheduling and shift rotations
Lead and manage a team of Tier 1 and Tier 1.5 IT support agents across multiple shifts and geographies
Provide regular coaching, feedback, and mentorship to foster individual and team growth
Conduct performance reviews and support career development pathways for team members
Partner with Automation and Knowledge Management teams to streamline workflows and eliminate friction points
Coordinate escalations with Tier 2 and Infrastructure teams to ensure timely and effective resolution
Support operational readiness for new tools, scripts, and technology releases
Analyze service desk trends to identify training needs and process improvement opportunities
Drive global standardization of procedures and performance expectations
Conduct daily huddles and provide operational visibility to leadership
Ensure accurate documentation and knowledge base updates
Leverage automation and AI tools to enhance service efficiency

Skills

IT Service Management

Contact Center Operations

Team Leadership

Automation

Process Improvement

Global Operations

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.

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