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Eli Lilly And Company
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Senior Consultant - Contact Centre

Senior Consultant - Contact Centre

Eli Lilly And Company

4 - 9 years

7 - 12 Lacs

hyderabad

Posted:21 hours ago| Platform:

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Skills Required

automation manager quality assurance shift lead clinical trials healthcare support services continuous improvement operations information technology analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

Bachelors 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.

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