Supervisor - Cummins CARE Operations

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.

• 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.

• 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.

• 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.