Upload Button Icon Add office photos
Engaged Employer

i

This company page is being actively managed by Cummins Team. If you also belong to the team, you can get access from here

Cummins Verified Tick

Compare button icon Compare button icon Compare

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

zig zag pattern zig zag pattern
filter salaries All Filters

122 Cummins Jobs

Contact Center Analyst (Team Leader)

2-6 years

Pune

1 vacancy

Contact Center Analyst (Team Leader)

Cummins

posted 2mon ago

Job Description

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.

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

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.


Employment Type: Full Time, Permanent

Read full job description

Cummins Interview Questions & Tips

Prepare for Cummins roles with real interview advice

Top Cummins Contact Center Analyst Interview Questions

Q1. If you have to complete a task which requires 18 man hours & if you need to deliver the same by the end of the day? How would you do it.
Q2. Tell me one part which you have designed? What were the considerations during it.? Which departments were involved?
Q3. How do you verify the design & how do you validate it. DFMEA, iDFMEA, DVP-R
View all 191 questions

What people at Cummins are saying

What Cummins employees are saying about work life

based on 3.2k employees
66%
47%
46%
94%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Cummins Benefits

Submitted by Company
Financial wellness
Health and Wellness
Continuing Education
Paid Incentive
Inclusion and Equity
Work-Life Flexibility +2 more
Submitted by Employees
Job Training
Health Insurance
Soft Skill Training
Child care
Cafeteria
Education Assistance +6 more
View more benefits

Compare Cummins with

BHEL

4.1
Compare

TCS

3.7
Compare

Larsen & Toubro Limited

4.0
Compare

Thermax Limited

4.1
Compare

Siemens

4.1
Compare

Kirloskar Brothers

3.8
Compare

Mahindra & Mahindra

4.1
Compare

Ashok Leyland

4.1
Compare

Bosch

4.2
Compare

Hindustan Unilever

4.2
Compare

ABB

4.1
Compare

John Deere

4.1
Compare

Caterpillar Inc

4.3
Compare

KONE

4.1
Compare

TechnipFMC

4.0
Compare

Atlas Copco

4.2
Compare

EMERSON PROCESS MANAGEMENT

4.0
Compare

Timken

3.9
Compare

TÜV SÜD

3.9
Compare

Flowserve

4.0
Compare

Similar Jobs for you

Contact Center Analyst at Cummins India Ltd

Pune

1-5 Yrs

₹ 3-7 LPA

Contact Center Representative at Cummins India Ltd

Pune

1-4 Yrs

₹ 3-6 LPA

Team Lead at Walmart Labs

Chennai

5-10 Yrs

₹ 3-12 LPA

Customer Support Team Lead at Cummins India Ltd

Pune

2-4 Yrs

₹ 4-6 LPA

Support Associate at Cummins India Ltd

Pune

3-5 Yrs

₹ 7-11 LPA

Contact Center Representative at Cummins

Pune

2-6 Yrs

₹ 3-5.5 LPA

Production Support Associate at Cummins India Ltd

Pune

2-6 Yrs

₹ 3-7 LPA

Product Owner at Nestle India Ltd.

Bangalore / Bengaluru

5-8 Yrs

₹ 3-12 LPA

Supply Chain Coordinator at Cummins India Ltd

Pune

4-7 Yrs

₹ 6-9 LPA

Customer Support at 2coms

Kolkata

1-6 Yrs

₹ 0.5-2 LPA

Cummins Pune Office Location

View all
Pune, Maharashtra Office
Tower A, 5th Floor, Survey No. 21, Balewadi Pune – 411 045, Maharashtra, India Pune, Maharashtra

Contact Center Analyst (Team Leader)

2-6 Yrs

Pune

2mon ago·via naukri.com

Electronic Systems Technical Specialist

2-6 Yrs

Pune

12hr ago·via naukri.com

AdministratIve Associate - Level III - Service

2-6 Yrs

Pune

1d ago·via naukri.com

AdministratIve Associate - Level III - Service

2-6 Yrs

Pune

1d ago·via naukri.com

AdministratIve Associate - Level III - Service

2-6 Yrs

Pune

1d ago·via naukri.com

Data Engineer

8-13 Yrs

Pune

1d ago·via naukri.com

Manufacturing Engineer - Senior

10-14 Yrs

Pune

1d ago·via naukri.com

Territory Sales - Field Sales Account Executive

5-8 Yrs

Ahmedabad

1d ago·via naukri.com

Supply Chain Planner

3-5 Yrs

Pune

1d ago·via naukri.com
write
Share an Interview