Supervisor - Cummins CARE Operations

7 - 8 years

0 Lacs

Posted:1 week ago| Platform: SimplyHired logo

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Work Mode

On-site

Job Description

DESCRIPTION

Key Responsibilities:

  • Lead, motivate, and develop a high-performing team to deliver exceptional customer service.
  • Oversee the processing of new subscriptions, renewals, upgrades, and cancellations.
  • Ensure timely resolution of escalated customer issues, providing thorough documentation.
  • Monitor and analyze team performance using KPIs, providing regular coaching and feedback.
  • Collaborate with cross-functional teams such as sales, billing, and customer support to ensure seamless subscription management.
  • Identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Prepare and present reports on subscription metrics and team performance to management.
  • Ensure compliance with company policies and regulatory requirements related to subscriptions.
  • Build professional relationships with customers to increase loyalty to Cummins products.
  • Document customer interactions accurately within Cummins systems.
  • Support quality improvement initiatives and meet response targets.
  • Participate in continuous improvement activities and understand contact center policies and procedures.

RESPONSIBILITIES

Qualifications:

  • Master’s degree in Business Administration, Marketing, Operations, or a related field preferred.
  • This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

  • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
  • Communicates effectively: Delivers clear and tailored communications for different audiences.
  • Customer focus: Builds strong customer relationships and delivers customer-centric solutions.
  • Manages complexity: Makes sense of complex information to solve problems effectively.
  • Manages conflict: Handles conflict situations calmly and productively.
  • Optimizes work processes: Identifies and implements the most efficient processes with a focus on continuous improvement.
  • Situational adaptability: Adapts approach and demeanor to match shifting demands.
  • Service Capability, Capacity and Coverage: Understands customer expectations and priorities, ensuring capable and consistent service through qualified resources.
  • Values differences: Recognizes and appreciates diverse perspectives and contributions.

QUALIFICATIONS

Skills and Experience:

  • Minimum of 7-8 years of work experience, including 3-5 years in customer service, operations management, or related roles.
  • Proven experience in a supervisory or team leadership position.
  • Strong communication and interpersonal skills.
  • Ability to motivate, coach, and develop a high-performing team.
  • Detail-oriented with strong problem-solving and conflict-resolution abilities.
  • Proficient with subscription management software, CRM tools, and familiar with customer call platforms (e.g., Genesys, Omnichannel, Salesforce).
  • Familiarity with analytics tools to monitor and report on key metrics.
  • Strong leadership qualities with an adaptable, collaborative approach.
  • Comfortable working in 24x7 operations, primarily during night shifts.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2416592

Relocation Package Yes

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