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. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $122,250 - $179,300 **Key Responsibilities:** CSP Contact Center Execution + Engage with vendors and implement US customer support programs processes and technology + Aid in reviewing, refining and developing various Contact Center metric reports with the vendor to ensure proper compliance. Implement changes with vendor as required + Aid in the development and review of customer experience measures to identify trends and implement improvement recommendations as necessary across impacted programs + Work with vendor and other LPS team members to ensure compliance with training and quality standards and identifying and reporting non-compliance. Identify and implement solutions for corrective action as required. + Lead and join other LPS team members in providing shared takeaways and implement efficiencies across contact center pods/programs + Provide feedback and recommendations on calibration of call and case monitoring across contact center pods/programs. Assist with implementing improved recommendations from identified feedback + Lead regular staffing reviews with vendor and LPS teammates using reports and forecast models and provide recommendations of possible changes that would be more efficient and provide a better customer experience and lead implementation with vendor + Understand various contact center technologies that are being used across the Pods and provide recommendations as necessary + Identify and coordinate with the vendor and LPS Teammates with any potential new or existing training that needs to be updated and implemented such as scheduling of training, prioritizing agent work during training, etc. + Assist vendor and LPS when Business Continuity Plan (BCP) is implemented and help provide communications on impact, potential work-around to LPS team members and restoration to normal operations **Building Relationships and Team Expectations** + Cultivate an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSP Principles and program requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy + Build strong, trusting relationships with peers in the Lilly matrix and well as third-party partners, specifically key business partners at contact center vendors and other functions critical to program and organizational success + Engage in learning and development connections to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in call center execution of patient support programs, innovation in vendor technology, and best-in-class customer engagements + Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals. + Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active involvement in diversity, equity, and inclusion initiatives. + Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while handling time and financial investments. Drive continuous improvement in base operations to reduce operating expenses and fuel innovation + Leverage support and partner concern processes to quickly resolve issues, to trend and proactively prevent issues, and to find opportunities to improve operations and team performance **Basic Qualifications:** + Bachelor’s degree + 5+ years' experience + Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position. **Additional Skills/Preferences:** + Experience in pharmaceutical or healthcare industry + Experience in contact center support + Vendor management experience **Additional Information:** + Travel: Less than 10% 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 ( https://careers.lilly.com/us/en/workplace-accommodation ) 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 is an EEO/Affirmative Action Employer and 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. Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups. Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. \#WeAreLilly