Supervisor - Cummins CARE Operations

ncrease 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.

RESPONSIBILITIES

Qualifications:

• 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.

Competencies:

• 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.

QUALIFICATIONS

Skills and Experience:

• 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.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2416592

Relocation Package Yes