Associate, CSP Contact Center

Eli Lilly • Indianapolis, IN

405d • $57,750 - $129,800

About The Position

The Associate, CSP Contact Center plays a crucial role in executing customer support programs for the Lilly Affordability Center and the CSP Contact Centers. This position focuses on collaborating with vendors to implement processes and technology that enhance customer support, ensuring compliance with quality standards, and driving continuous improvement in call center performance. The role requires a deep understanding of customer needs within the healthcare ecosystem and aims to deliver industry-best customer experiences.

Requirements

• Bachelor's degree
• Legally authorized to be employed in the United States.

Nice To Haves

• Experience in pharmaceutical or healthcare industry
• Experience in contact center support
• Vendor management experience
• Data and reporting experience
• Cx optimization experience

Responsibilities

• Collaborate with vendors to implement US customer support program processes and technology.
• Review various Contact Center metric reports to ensure proper compliance.
• Provide metric trends and patterns for issues and improvements in call center performance.
• Implement changes with vendor as required.
• Review customer experience measures for trends and implement improvement recommendations.
• Collaborate with vendor to ensure compliance with training and quality standards and identify non-compliance.
• Work with other LPS team members to provide shared findings and implement efficiencies across contact center pods.
• Participate and provide feedback on calibration of call and case monitoring across contact center pods.
• Review staffing reports and forecast models with vendor and LPS teammates and provide recommendations for efficiency.
• Understand various contact center technologies and provide recommendations as necessary.
• Assist the vendor with training updates and scheduling.
• Assist vendor and LPS during Business Continuity Plan (BCP) implementation.
• Work with other LPS teams and vendor to implement new operational support documents.

Benefits

• Eligibility to participate in a company-sponsored 401(k)
• Pension benefits
• Vacation benefits
• 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
• Time off and leave of absence benefits
• Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree