Enterprise Contact Center Leader

Eli Lilly And Company

10 - 15 years

13 - 17 Lacs

hyderabad

Posted:None| Platform:

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Skills Required

operational excellence performance management ivr voip healthcare customer service continuous improvement stakeholder management analytics capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

Basic 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 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.

Additional Skills/Preferences:

Hands-on experience with contact center analytics and performance management tools.
Track record of implementing new contact center platforms and tools with measurable success.
Experience designing and delivering employee support services with a focus on user experience.
Collaborative leadership style with a focus on mentoring and team development.

Additional Information:

Position located in Hyderabad.
Travel may be required periodically.

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