Contact Center Analyst (Team Leader)

DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers.

Key Responsibilities:

As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review; monitors Automatic Call Distribution System and develops reports and analysis. Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational goals; may act as project coordinator for complete projects, or project manage a portion of a larger project. Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support Contact Center metrics and decision making; reports on customer satisfaction metrics; assists with workforce management with call volume and staffing level analyses. Identifies trends and suggests causes and solutions for review by Supervisors and Managers.

RESPONSIBILITIES

Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Minimal relevant work experience required.

QUALIFICATIONS

PSI + AH + Team Management -

Lead and direct a team of 10+ individuals managing customer experience and technical support operations in the NAM region

1. Assistance with general and technical questions related to any Cummins product or service including diagnostic support for certified Cummins repair locations
2. Intermediate (familiar to proficient) understanding of Cummins products (engines, power generators, components, marine products, high horsepower products, Dodge applications, etc)
3. Intermediate (familiar to proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users.
4. Understanding of Logistical concepts.
5. Understanding and ability to expand on knowledge of Engine Familiarization.
6. Interpret schematic/blue prints/wiring diagrams.

• Full capabilities of the following roles (expectations to work the same as advocates in these areas)

o L1 Diagnostic Support (engine and PG)

o L1 Warranty Support (phone and chat)

o L1 PSI Support (basic PSI and PG areas)

o L1 DPS Support

• Answer Guidance and whatever chats come into the GEN chat

o GEN chat seems to mostly be ecommerce chats

o Guidance chats are what populate the L1 WTY chat

• During 3rd shift

o Support RLS afterhours

§ RLS phone queue - Take inbound calls from RLS customers and do the following as requested:

• Create an RLS work order

• Provide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.

• Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).

§ RLS Marine phone queue Take inbound calls from RLS customers and do the following as requested:

• Create an RLS work order

• Provide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.

• Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).

§ RLS inbox

• Receive inbound alerts for PG national account support

• Receive inbound alerts from RLS customers with new work order creation requests

o Work through Siebel Warranty adjudicating Customer Support Plan claims

§ Review claims and approve them for payment

Looking for key skills including team management, excellent communication skills, analytical mindset, Process Excellence, understanding of Lead-to-Cash Operations Cycle, Strategic Thinking, Operations Transformation, Process Improvement mindset, lean six sigma certification

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2408651

Relocation Package Yes