Senior Consultant - Contact Centre at Eli Lilly and Company

Hyderabad, Telangana, India

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Pharmaceuticals, TechnologyIndustries

Requirements

Bachelor's degree in information technology, Business, or related field preferred
4+ years in an IT support, quality assurance, or operational analytics role
Experience performing QA in a service environment with measurable KPIs
Prior experience in a shift lead or quality-focused leadership role preferred
Strong analytical skills with attention to detail
Proficiency with ITSM systems like ServiceNow and experience-monitoring platforms
Ability to communicate feedback constructively and drive improvement conversations
Experience leading teams in a global, fast-paced 24x7 environment

Responsibilities

Serve as on-shift operational lead, ensuring full coverage, balanced workloads, and SLA adherence
Monitor real-time queues, prioritize high-impact issues, and manage escalations effectively
Provide direction, decision-making, and support to agents throughout the shift
Coordinate with other shift leads to ensure seamless 24x7 coverage and strong communication during handoffs
Maintain shift logs, summarize performance insights, and flag operational or performance risks to management
Perform regular audits of service tickets, calls, chatbot interactions, and RDM sessions for quality and compliance
Maintain QA scorecards and calibrate across regions to ensure consistent evaluation standards
Identify trends in agent performance and support targeted coaching and retraining efforts
Monitor CSAT, deflection rates, and documentation standards across teams
Analyze trends to identify root causes of repeat issues and inefficiencies
Recommend and track corrective actions and continuous improvement initiatives
Partner with Service Desk Leads, Automation, and Knowledge Management to ensure frontline excellence
Act as a liaison between agent performance, system workflows, and content accuracy
Contribute to the development of training materials and agent onboarding resources
Drive the adoption of quality benchmarks, documentation expectations, and support procedures
Align with global teams to scale best practices and elevate the overall employee support experience
Coordinate global calibration sessions to align QA standards

Skills

IT Support

Shift Operations

Queue Management

SLA Management

Escalation Handling

Real-time Monitoring

Operational Leadership

Quality Assurance

Contact Center Management

Shift Coordination

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