Contact Center Analyst

GPP Database Link

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.

1. DPS (Digital Product Support)
   • Assistance with general and technical questions related to the purchase or use of Cummins digital products, including troubleshooting issues with Cummins service tools such as: INSITE , InPower, PowerSpec, Guidanz
   • Strong verbal and written communication skills and customer service experience
   • Serve as technical support resource providing diagnostic application support for Cummins electronic tools on basic and slightly complex issues in a level 1 capacity.
   • Basic proficiency in troubleshooting software product and application issues
   • Maintain knowledge and technical understanding of current products and new products.

Shift timing= 5pm - 2am or 7pm - 4am

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.