Global Employee Contact Centre \u2013 Service Lead

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., P1u2013P3, R1u2013R2, B1u2013B3, etc.) transfer at their current level, despite the level indicated on the job posting.

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

Cross-Functional Collaboration

Reporting & Continuous Improvement

Tools & Technology

Qualifications

Skills & Expertise

Preferred Skills

Additional Information

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.

Lillyu00A0does 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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Skills Required

Servicenow, Automation Tools