Contact Center Analyst
Cummins Turbo Technologies
DESCRIPTION
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
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
Assistance with scheduling : Managing shop and field service jobs for Cummins branch technicians, including scheduling preventative maintenance for active customer contracts.
Product and service knowledge : Understanding of PowerGen products and services.
Geographical knowledge : Familiarity with USA regions and service locations.
Communication skills : Strong verbal and written communication skills.
Technical expertise : Advanced knowledge of Excel and Power BI is preferred.
Team management : Experience in managing a team is essential.
Continuous improvement : Experience in high-impact CI (Continuous Improvement) projects is required.
Shift Time : 5 PM - 2 AM IST.
Our culture believes in Powering Your Potential . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.
We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.