Senior Consultant - Contact Centre

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

About the Technology Organization:

Technology at Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Technology at Lilly is that we create new possibilities through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of the enterprise.

Role Details:

The Service Excellence Lead is responsible for both maintaining the quality of IT support services and ensuring smooth daily operations across Tech@Lilly’s global contact center. This hybrid role combines the analytical rigor of a Quality Lead with the real-time leadership of a Shift Lead, ensuring consistent delivery, operational coverage, and continuous improvement across all shifts.

Key Responsibilities:

Shift Operations & Leadership

• 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.
• Coordinating with other shifts 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.

Quality Monitoring & Evaluation

• 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.

Insights & Root Cause Analysis

• 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.

Collaboration & Alignment

• 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.

Standards & Best Practices

• 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 and Expertise

• 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.

Experience and Education

• 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.

No of Positions Open: 04

Additional Information:

Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays.  Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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