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Job Information

Lilly TLAC Manager in Cork, Ireland

Job Category:


Type of Employment:

Full-Time Employment - FTE


This job description is intended to provide a general overview of the job requirements at the time it was prepared.

People Management

  • Coordinates staff recruitment and effectively manages and develops individuals to deliver objectives

  • Provides support for direct reports, including Performance Management and Development plan

  • Provides feedback and coaching on individual performance through metrics and scorecards

  • Monitors agents, providing feedback and coaching to ensure contact consistency standards and the average monitoring scores meet or exceed established standards

  • Manages daily team operations to effectively achieve individual and team goals

  • Assigns individuals to day-to-day activities and provides team resource

  • Ensures operational goals are met with best in class processes/systems and within compliance boundaries

  • Provides input and feedback to continuously improve daily processes

  • Facilitates meetings to communicate team performance goals and results and general business needs


  • Partners with TLAC-US Workforce Management to ensure staff is properly scheduled to meet customer needs

  • Collaborates with TLAC-US Reporting to ensure metrics available for performance purposes

  • Partners with TLAC-US Learning and Quality colleagues to ensure staff qualifications, manage training needs, participate in calibration sessions

  • Collaborates with TLAC-US Medical Operations to ensure answer resources available for the team and delivery of key metrics and business processes

  • Supports TLAC-US Business Liaisons and Business Operations in building brand relationships

  • Support projects as needed to improve company performance

  • Attends meetings that support management of the contact center business

  • Work with Senior Manager and Director to develop and maintain relationships


  • Demonstrates Team Lilly behaviors including the Lilly values of Integrity, Excellence and Respect for People

  • Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs

·Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision

  • Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal

  • Ensures the alignment between the goals of the business, TLAC’s goals and individual goals

  • Creates a safe environment where all team members feel they can share their unique opinions and ideas

  • Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress

  • Supports efforts to implement processes and technologies to maximize efficiency and effectiveness

  • Delivers and drives excellence in quality standards


  • Creates an environment that expects compliance

  • Monitors team’s compliance with The Red Book, policies and training

  • Recognizes and follows all compliance policies, laws, regulations and The Red Book

  • Completes all training and associated tests on time

  • Integrates compliance into daily activities

  • Cooperates with investigations, monitoring and audits

  • Complies with any corrective actions

  • Responds appropriately to reported and known / suspected compliance violations

Basic Qualificiations:


  • Bachelor’s degree or equivalent business experience (for supervision of health care professionals, health care background required (e.g., licensed pharmacist, registered nurse, or other qualified health care professional)

  • Fluency in English verbal and written forms


  • Knowledge of pharmaceutical / healthcare business

  • Experience in supervision/people development

  • Experience in a customer contact center or service team environment

  • Ability to manage individuals to ensure compliance with industry, regulatory, and customer requirements

  • High learning agility and organizational skills with ability to be flexible, adaptable, and manage multiple projects

  • Ability to communicate clearly and succinctly through oral and written communication

  • Ability to model and exemplify teamwork to ensure success of business and team

  • Strong customer service orientation and experience

  • Commitment to following quality processes and standards

  • Proficient computer skills for database and reporting

  • Ability to achieve results through people

  • Capable of problem solving and conflict resolution

Additional Skills/Preferences:

Flexibility to work contact center hours of operation aligned with US time zones

Additional Information:

Company Overview:

Eli Lilly – Cork GBS

At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 750 of whom are based at our Global Business Solutions centre in Little Island, Cork. There we boast vibrant workforce made up of over 44 nationalities.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information ,Procurement, Trial Capabilities and more to come on stream across 2019 and 2020.

TLAC-The Lilly Answers Center

The Lilly Answers Center (TLAC) is the United States contact center 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 Lilly 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.

Posted Date:


Region: Europe; Middle East; Africa

City: Cork

State: Cork

Country: Ireland

Location Details:

Req Id: 53555BR