Team Lead - Cummins CARE Operations

Oversee workforce scheduling and monitor quality metrics for customer interactions.

• Escalate complex cases to US-based teams with thorough documentation and case context.

• Train and mentor new hires in warranty systems, tools, and best practices.

• Lead and participate in continuous improvement initiatives focused on process efficiency and enhanced customer experience.

• Identify recurring failure patterns, analyze root causes, and recommend preventive actions.

• Ensure compliance with internal policies and regional regulatory guidelines during warranty decision-making.

• Prepare and deliver data reports and performance analyses to supervisors and management for decision-making and workforce planning.

• Contribute to service capability and coverage planning through data insights and customer feedback.

RESPONSIBILITIES

Required Competencies:

• Customer Focus - Committed to delivering exceptional service and customer satisfaction.

• Communicates Effectively - Communicates clearly with varied audiences using multiple modes.

• Collaborates - Builds partnerships and fosters teamwork across functions.

• Manages Complexity - Deals with multiple inputs and challenging information to resolve issues effectively.

• Manages Conflict - Handles disagreements tactfully and constructively.

• Optimizes Work Processes - Drives continuous improvement and efficiency in daily operations.

• Situational Adaptability - Adjusts behavior and approach to meet the demands of changing situations.

• Service Documentation and Information Processing - Ensures timely and accurate service documentation.

• Warranty Process Expertise - Strong understanding of warranty eligibility, failure analysis, and claim protocols.

• Service Capability, Capacity and Coverage - Uses service capability data to improve customer satisfaction.

• Values Differences - Embraces diversity and inclusion in decision-making and leadership.

Experience:

• Minimum 8-10 years of total work experience.

• At least 3-5 years of relevant experience in customer service, warranty operations, or technical support roles.

• Prior supervisory or team leadership experience is essential.

• Experience in working with global teams or managing North America-based customers is a plus.

Technical Skills:

• Strong working knowledge of Genesys , Omnichannel platforms , CRM/DMS systems , and Warranty Claim Systems .

• Proficient in MS Excel , with a solid ability to analyze and interpret data.

• Effective presentation and interpersonal communication skills.

• Knowledge of automotive systems and repair practices is beneficial but not mandatory.

• Familiarity with industry warranty regulations and standards.

Work Environment:

• This is a 24x7 operational role . The team lead will work primarily during the night shift , starting from 4 PM IST onwards , with flexibility as per business needs.

QUALIFICATIONS

Education, Licenses, Certifications:

• Bachelor's degree in Mechanical or Automotive Engineering preferred (not mandatory).

• Master's degree (MBA or equivalent) in Operations or a related domain preferred.

• This position may require licensing for compliance with export controls or sanctions regulations.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2416553

Relocation Package No