Enterprise Contact Center Leader

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.

Organization Overview:

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.

We are seeking a Digital Employee Contact Center Leader to drive the strategic direction and day-to-day operations of Lilly's enterprise-wide Employee Contact Center, known internally as the Lilly Concierge. This individual will be accountable for leading a high-performing, multi-channel enterprise contact center that serves as the digital front door for employee support across chat, phone, email, and emerging digital channels.

You will be responsible for ensuring consistent, high-quality support experiences across the enterprise, driving operational excellence, and aligning with Lilly's broader digital and employee experience strategies. The ideal candidate brings both strategic vision and operational rigor, with a passion for delivering exceptional internal customer service at scale.

Responsibilities:

• 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.

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 ) 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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