Team Lead - Cummins CARE Operations • CUMMINS CARE SUPPORT AND LEADERSHIP

About the role

Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers.

What you'll do

• As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review
• Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational…
• Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support Contact Center metrics and decision…
• Identifies trends and suggests causes and solutions for review by Supervisors and Managers
• Lead a team of 8-10 technical support professionals serving the North America region

What you need

• 10–18 yrs of experience
• Excel
• Process improvement
• Automobile repair
• Documentation
• Data analysis
• CRM
• B.Tech or B.E. or MBA

Good to have

• Root cause analysis