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.
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:
Location: Pune, MH, 411045
Shift: Rotational (24x7 Operations, primarily night shift from 4pm onwards)
Professional Summary
Experienced operations specialist with 7+ years in customer service and operations management, including 3–5 years in supervisory roles. Proven ability to lead and mentor teams of 8–10 members, manage escalations, and deliver technical support for Cummins Engine & PowerGen products across phone, email, and chat channels. Skilled in coordinating with cross-functional teams to resolve issues, improve processes, and ensure adherence to SLAs and turnaround times.
Key Responsibilities
- Lead and supervise team of 8 - 10 individuals to manage Engine & PowerGen diagnostic and repair instruction operations for the Cummins owned products through phone, email and chat communication channels.
- Expected to manage customer escalation calls while also handling daily queries for Cummins customers/dealers/technicians located in NAM region (however, not limited to) via calls/emails themselves on the queue.
- Develop and implement technical understanding of OBD, DMS tool, Engine ECM calibration and Exhaust emissions norms and policy in current process.
- Coordinate with product development, quality analyst and other teams to resolve technical issues promptly.
- Monitor support tickets, track performance metrics, and ensure adherence to SLAs and TAT specified for operational success.
- Assist in developing and implementing support policies, procedures, and best practices.
- Handle customer escalation calls with professionalism, ensuring timely resolution and effective communication.
- Train and mentor team members to enhance their skills and product knowledge.
- Analyze customer feedback and support trends to identify areas for product and service improvement.
- Prepare regular reports on support performance and customer satisfaction.
- Collaborate with the product team to stay updated on new features and releases.
- Lead or participate in continuous improvement initiatives targeting process efficiency and customer satisfaction.
Qualifications
- Master’s degree (MBA or equivalent) in Operations domain would be preferred
- Bachelor’s degree in Mechanical or Automotive engineering (preferred but not mandatory).
- Overall a minimum of 7-8 years of work experience (3-5 years experience in customer service, operations management or related roles)
- Proven experience in a supervisory or team leadership role.
- Strong communication and interpersonal skills.
- Ability to motivate and develop a high-performing team.
- Detail-oriented with strong problem-solving skills.
Preferred Skills
- Familiarity with customer call platforms (Genesys, Omnichannel, salesforce)
- Familiarity with analytics tools
- Excellent communication skills
- Strong interpersonal and team management abilities.
- Knowledge of automotive systems and repair techniques (not mandatory).
- Lean six sigma green belt or above
