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Global Employee Contact Centre – Service Lead

2 weeks ago

Hyderabad, India Eli Lilly and Company Full time US$ 90,000 - US$ 1,20,000 per year

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.

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

Note: Roles are posted at the lowest level of a band; however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (e.g., P1–P3, R1–R2, B1–B3, etc.) transfer at their current level, despite the level indicated on the job posting.

At Lilly, our digital-first, automation-driven support model is at the heart of delivering exceptional IT services globally. As a Contact Centre Service Lead, you will play a pivotal role in managing frontline IT operations, ensuring high performance, and driving continuous improvement across our global support teams. This role is ideal for a dynamic leader who thrives in a fast-paced environment and is passionate about coaching teams, optimizing operations, and delivering outstanding user experiences.

Key Responsibilities

Operations & Execution

  • Oversee real-time ticket volume, queue management, and staffing coverage to ensure service continuity.
  • Monitor and act on key performance indicators such as CSAT, first-contact resolution, and average handle time.
  • Collaborate with Workforce Management to ensure optimal scheduling and shift rotations.

Team Leadership & Coaching

  • Lead and manage a team of Tier 1 and Tier 1.5 IT support agents across multiple shifts and geographies.
  • Provide regular coaching, feedback, and mentorship to foster individual and team growth.
  • Conduct performance reviews and support career development pathways for team members.

Cross-Functional Collaboration

  • Partner with Automation and Knowledge Management teams to streamline workflows and eliminate friction points.
  • Coordinate escalations with Tier 2 and Infrastructure teams to ensure timely and effective resolution.
  • Support operational readiness for new tools, scripts, and technology releases.

Reporting & Continuous Improvement

  • Analyze service desk trends to identify training needs and process improvement opportunities.
  • Drive global standardization of procedures and performance expectations.
  • Conduct daily huddles and provide operational visibility to leadership.

Tools & Technology

  • Proficient in ITSM tools like ServiceNow
  • Ensure accurate documentation and knowledge base updates.
  • Leverage automation and AI tools to enhance service efficiency.

Qualifications

  • Bachelor's degree in information technology or a related field (preferred).
  • 8 + years of experience in IT support, with at least 2 years in a leadership or team lead capacity.
  • Proven track record of managing performance and driving operational success in a global support environment.
  • 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.

Skills & Expertise

  • Strong leadership, communication, and conflict-resolution skills.
  • Expertise in ServiceNow, workforce management tools, and agent performance monitoring platforms.
  • Comfortable working across time zones and managing geographically distributed teams.
  • Ability to build relationships, influence without authority, and drive operational improvements.
  • Support transition and early life support for new services or business units.
  • Understand and adapt to cultural and regulatory challenges.

Preferred Skills

  • Experience with ITIL practices and service management frameworks.
  • Familiarity with automation tools and digital support technologies.
  • High intellectual curiosity and a passion for continuous improvement and innovation.
  • Experience in managing support operations in a hybrid or cloud-native environment.

Additional Information

  • Travel Requirement: 10–25%

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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