Team Lead - Cummins CARE Operations • CUMMINS CARE SUPPORT AND LEADERSHIP
Cummins · Pune
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. Cummins is an equal opportunity employer.
Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law. Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers.