Contact Center Supervisor

DESCRIPTION

The Contact Center Supervisor is responsible for overseeing the daily operations of the call center, providing supervision and training to the customer service team, and ensuring customer inquiries are resolved efficiently. This role involves managing escalated issues, implementing process improvements, and collaborating with cross-functional teams to deliver exceptional service.

Key Responsibilities:

• Team Supervision :
• Supervise, train, and mentor call center representatives.
• Set individual expectations and provide regular feedback to ensure departmental goals are met.
• Recruit, staff, and schedule team members to meet operational needs.
• Operational Oversight :
• Monitor daily call center operations, reviewing Automatic Call Distribution System reports for improvement opportunities.
• Handle escalated customer inquiries and resolve complex assignments.
• Process Improvement :
• Collaborate with the call center manager to identify and implement process enhancements.
• Lead or provide resources for projects aimed at continuous improvement.
• Customer Support :
• Provide customer follow-up to ensure satisfaction and resolution of issues.
• Engage with the distribution channel and cross-functional teams to build collaborative relationships.
• After-Hour Responsibilities :
• Oversee Level 1 (L1) diagnostic, warranty, and product support during extended hours.
• Support Remote Logistics Services (RLS) by managing inbound calls, creating work orders, and coordinating emergency services.
• Process Siebel Warranty claims, including review and approval.

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• Proficient understanding of Cummins products (e.g., engines, power generators, components, marine products).
• Familiarity with diesel engine operation, parts, and warranty support.
• Knowledge of logistical concepts and engine familiarization.
• Ability to interpret schematics, blueprints, and wiring diagrams.

• Experience with Level 1 diagnostic, warranty, and product support, including ecommerce and Guidanz chats.
• Capability to handle Remote Logistics Services (RLS) operations, including work order management and emergency service coordination.

• Building Networks : Establishing relationships inside and outside the organization.
• Customer Focus : Delivering customer-centric solutions.
• Business Insight : Applying market knowledge to meet organizational goals.
• Developing Talent : Helping team members achieve career and organizational objectives.
• Accountability : Ensuring commitments are met.
• Trust : Maintaining integrity and authenticity.
• Ambiguity Management : Navigating unclear situations effectively.
• Complexity Management : Making sense of high-volume, contradictory information.
• Process Optimization : Improving work processes for efficiency.
• Service Capability and Coverage : Understanding customer expectations and ensuring consistent service delivery.
• Valuing Differences : Embracing diverse perspectives and cultures.

• Head and manage a team of 35-40 professionals (Including Team Leaders)
• Supervise, train, and mentor call center representatives.
• Set individual expectations and provide regular feedback to ensure departmental goals are met.
• Recruit, staff, and schedule team members to meet operational needs.

• Building Networks : Establishing relationships inside and outside the organization.
• Customer Focus : Delivering customer-centric solutions.
• Business Insight : Applying market knowledge to meet organizational goals.
• Developing Talent : Helping team members achieve career and organizational objectives.
• Accountability : Ensuring commitments are met.
• Trust : Maintaining integrity and authenticity.
• Ambiguity Management : Navigating unclear situations effectively.
• Complexity Management : Making sense of high-volume, contradictory information.
• Process Optimization : Improving work processes for efficiency.
• Service Capability and Coverage : Understanding customer expectations and ensuring consistent service delivery.
• Valuing Differences : Embracing diverse perspectives and cultures.

• College, university, or equivalent degree in a relevant discipline or equivalent work experience.
• Intermediate level of relevant work experience, including team leadership experience.