Snr Analyst

We’re looking for people who are determined to make life better for people around the world.

Eli Lilly Cork, is made up of a talented diverse team of over 1,400 employees across 38 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more.
 

Lilly offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking.

Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself

Organization Overview:
Medical Information (MI) combines scientific knowledge and communication expertise to deliver relevant answers to customers (healthcare professionals or patients) on questions related to Lilly products. Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually via online websites and other tools.

Note: This is a 23-month contract.

Responsibilities:

The Contact Center Channel Manager supports Lilly MI Europe to enable omnichannel success, ensuring effective integration of all MI interaction channels such as telephony (IVRs, Voice Bots, and Voice to Text), live chat, and websites with the MI CRM systems, providing efficiencies (e.g. automation, AI) to improve productivity and Customer Experience.

Understand the compliance/regulatory requirements and strategic direction in Europe applicable to channel management and service delivery Proactively accelerate change; identify improvement opportunities and drive innovation to implement and/or optimize channels/solutions leading to enhanced contact center capabilities, processes and customer experience (Cx) Act as the domain expert for telephony solutions; ensure delivery of automated solutions (e.g. IVR, ACD, VTT), risk mitigation, and issue resolution Align with quality controls, documentation, and IT security process in deployments and updates of CRM Systems Co-ordinate the quality deployment of new solutions or upgraded releases/features with applicable UAT, change control validation and training Deliver training and support MI colleague on-boarding for relevant to solutions; provide subject matter expertise Monitor/analyze metrics and KPIs with a focus on quality assurance and MI goals e.g. productivity, Cx

Basic Requirements:

Degree qualified (or equivalent) in computer science, management information systems (or similar) or relevant and demonstrable business experience in contact center management Demonstrated experience (3+ years) in contact center IT environment and telephony systems Preferred experience in multinational organization and pharmaceutical industry

Additional Skills/Preferences:

Knowledge and experience of contact centers and telephony system architecture (Genesys PureCloud preferred) Teamwork: highly collaborative, builds strong relationships with team members and business partners Vendor management: manages external vendors to translate business needs and achieve deliverables Process and continuous improvement: experience in lean/agile (or similar) to optimize resources (e.g. people, costs) and achieve business goals (e.g. operations, CX) while maintaining compliance Project management expertise: planning, stakeholder engagement, tracking and milestone/objective delivery Methodical and logical problem solver; proactively identifies, analyzes, and provides solutions Effective time management and prioritization: adaptable/flexible - able to work under pressure and quickly resolve issues Excellent written and verbal communication; ability to convey data effectively and influence across all organizational levels in a multicultural environment Attention to detail and accuracy Self-directed and takes ownership Drives innovation and keeps a future-focus

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.

#WeAreLilly

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