Job
Description
At Lilly, we are committed to uniting caring with discovery to enhance the quality of life for individuals worldwide. As a global healthcare leader based in Indianapolis, Indiana, our dedicated employees collaborate to develop groundbreaking medicines, advance disease management, and contribute to our communities through philanthropy and volunteer initiatives. Our focus is on prioritizing people and striving to create a positive impact on a global scale. We believe in nurturing the talent within our workforce and recognize the value of utilizing our existing employees to fill new and vacant positions. If you are seeking a new opportunity within Lilly, you can explore and apply for available roles through our internal job posting system. To be considered, you must meet the specified minimum qualifications and hold valid work authorization in the country where the position is located. When applying internally, your current supervisor will be notified, encouraging open communication and discussion about the opportunity. Roles are posted at the lowest level of a band, and employees should explore opportunities across all band levels. Employees hired for banded positions will transition at their current level, regardless of the level indicated in the job posting. As part of our commitment to delivering exceptional IT services globally, Lilly follows a digital-first, automation-driven support model. The role of a Contact Centre Service Lead is crucial in overseeing frontline IT operations, ensuring optimal performance, and fostering continuous improvement across our global support teams. This position is ideal for a dynamic leader who excels in a fast-paced environment, values coaching teams, streamlining operations, and delivering exceptional user experiences. ###Key Responsibilities **Operations & Execution** - Supervise real-time ticket volume, queue management, and staffing coverage to maintain service continuity. - Monitor key performance indicators such as CSAT, first-contact resolution, and average handle time. - Collaborate with Workforce Management to optimize scheduling and shift rotations. **Team Leadership & Coaching** - Manage a team of Tier 1 and Tier 1.5 IT support agents across multiple shifts and locations. - Offer regular coaching, feedback, and mentorship to promote individual and team development. - Conduct performance reviews and support career growth for team members. **Cross-Functional Collaboration** - Work with Automation and Knowledge Management teams to enhance workflows and remove friction points. - Coordinate escalations with Tier 2 and Infrastructure teams for timely issue resolution. - Assist in operational readiness for new tools, scripts, and technology releases. **Reporting & Continuous Improvement** - Analyze service desk trends to identify training needs and process enhancements. - Drive global standardization of procedures and performance expectations. - Conduct daily huddles and provide operational insights to leadership. **Tools & Technology** - Proficient in ITSM tools like ServiceNow. - Maintain accurate documentation and knowledge base updates. - Utilize automation and AI tools to improve service efficiency. ###Qualifications - Bachelor's degree in information technology or related field (preferred). - 8+ years of IT support experience, with at least 2 years in a leadership role. - Proven track record of managing performance in a global support environment. - Flexibility to work non-standard hours, including weekends and holidays. ###Skills & Expertise - Strong leadership, communication, and conflict-resolution skills. - Proficiency in ServiceNow, workforce management tools, and agent performance monitoring platforms. - Ability to work across time zones and manage geographically dispersed teams. - Skills in relationship-building, influencing without authority, and driving operational improvements. - Experience with cultural and regulatory adaptations. ###Preferred Skills - Familiarity with ITIL practices and service management frameworks. - Knowledge of automation tools and digital support technologies. - Curiosity for continuous improvement and innovation. - Experience in managing support operations in a hybrid or cloud-native environment. ###Additional Information - Travel Requirement: 1025% - Lilly is committed to providing equal opportunities for individuals with disabilities in the workforce. Accommodation requests can be submitted through the accommodation request form for assistance during the application process. #WeAreLilly,
