CARE Contact Center Senior Analyst

Description

Description - External

CARE Contact Center Senior Analyst

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented CARE Contact Center Senior Analyst to join our team specializing in Manufacturing for our Distribution Business Segment Working Remotely.

In this role, you will make an impact in the following ways:

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

Qualifications

Skills

• 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.
• 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.
• 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.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Education, Licenses, Certifications

• Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• Minimal relevant work experience required.
• Report, analyze and resolve system and/or process issues that impact the customer experience.
• Call quality assurance monitoring for accuracy, identify knowledge gaps, and coaching opportunities.
• Stay informed of all new products and services and ensure that all advocates are properly trained to handle question that may come up about them.
• Supports coaching and developing advocates with he aim of enhancing technical and softs kills to ensure customer satisfaction.
• Hybrid Role - can be located anywhere in NA

Compensation and Benefits

Salary range is $55,200 - $82,800. Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after taking into account relevant factors, including a candidate’s qualifications and experience, where appropriate.

Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

( Compensation and Benefits (for all locations that don’t require transparency)

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.)

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Job SERVICE

Primary Location United States-Tennessee-Nashville-US, TN, Nashville, Cummins Business Services

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Apr 26, 2023, 12:00:00 PM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Req ID: 230003UU