TLAC (The Lilly Answer Centre) Manager
TLAC is the United States contact centre supporting patients, HCPs and Sales Representatives. The organization combines scientific knowledge and communication expertise in order to organize and deliver answers that are meaningful and relevant to the customers. We strive to deliver answers and solutions through easy interactions that enable people to feel they are genuinely cared for and able to trust us.
The role supports the United States (US) contact centre. The Manager is responsible for daily staff management and leading front-line agents to ensure delivery of answers and positive experiences with customers. This position will continuously coach and monitor the team to ensure individual and team performance goals are achieved. The role liaisons with US Answers Centre colleagues and other supplier contact centre management.