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.

The successful candidate for the Call Center Coordinator role will:

Be an exceptional leader with proven experience in managing and coaching mid to large teams.Exhibit effective communication skills and facilitate team discussions.Foster strong relationships with team members, support areas, and stakeholders, maintaining a high level of approachability.Achieve high-quality results through others by addressing issues and opportunities, leveraging strong time management and organizational skills.Champion customer experience by anticipating customers’ needs and delivering outstanding experiences.

Although not all encompassing, the below provides an overview of this role:

Oversee a Call Center team in both virtual and on-site environments, where your responsibilities include coaching, engaging, and effectively communicating to drive outcomes, manage performance, develop talent, and inspire innovation.Stay attuned to the business by actively identifying obstacles to compliance, productivity, and quality, and escalating these for resolution. Consistently review key business metrics and KPIs, and proactively escalate systemic issues or implement corrective actions when necessary.Clearly explain tasks and procedures, tailoring messages based on individual, or team needs, focusing on key points when delivering information. Achieve and exceed specific metrics as set by operational units, taking ownership and being accountable for the customer experience.Continuously foster the development of team capabilities by creating and implementing development plans. Regularly monitor calls, emails, WhatsApp, and any relevant channels, providing timely and assertive feedback. Hold periodic meetings with the team to evaluate activities and focus on professional development.Coordinate recruitment and selection processes in partnership with HR and Customer Relationship Management. Ensure that training during onboarding and ongoing learning is adequate, supporting team members to deliver exceptional experiences. Ensure that adverse events, counterfeit issues, and product complaints are properly collected and reported to the appropriate areas.Manage and update Call Center procedures, resources, and tools, focusing on continuous simplification while ensuring quality, practicality, and sustainability of associated processes. Track the progress of pending inquiries and Call Center processes, ensuring compliance with privacy regulations and Lilly requirements.Analyze and manage Call Center reports, proposing enhancements and leading projects to improve the area. Monitor satisfaction survey results and use them to enhance team performance and internal processes. Administer, monitor, and control expenditures according to the budget.Effectively interact with other departments to contribute to process improvements or activities impacting the Call Center. Oversee third-party activities to ensure adherence to required contact obligations, execute third-party payments complying with local and legal regulations, and participate in internal and external meetings and multidisciplinary team projects affecting the area.Support the PSP Coordinator and Owners in overseeing documentation and third-party management (when applicable), and daily activities, ensuring that patient experience remains a primary focus of the programs.

Basic Qualifications

Bachelor’s degree in healthcare.Advanced EnglishMicrosoft Office knowledge.Experience in contact center operations and/or customer service

Preferred Qualifications

Experience in leading teamsExperience in managing KPIsExperience in managing projects

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 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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