Cummins Inc. Call Center Work Force Supervisor in Shoreview, Minnesota

Call Center Work Force Supervisor


Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Corporate Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

Title: Call Center Work Force Supervisor

  • Position is located in Shoreview, MN and Indianapolis, IN

  • We will provide re-location!

  • Please apply!

Job Description

Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels. Ensure effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports.


  1. To supervise CALL CENTER division and work force labor

  2. Improve forecasting and scheduling predictions

  3. Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff

  4. Develop special forecasts for all operational areas to assist in developing staffing plans for projects as well as ongoing planning.

  5. Provide on going training to the management team and agents on call center dynamics.

  6. Plan and distribute daily work schedules for agents and provide historical adherence reports to management.

  7. Monitor real time que and adherence reports to ensure service level and response time objectives are met; over see real time escalation plans

  8. Develop long term capacity plans and provide accurate workload predictions for annual budgeting and planning

Required Skills

  • Work Force Supervisor experience - 1-3 years

  • Call center experience 2-3 years

  • Work force management applications in Celerio, Nice, Blue Pumpkin or Aspect

  • MS Outlook

  • Analytical and mathematical proficiency

  • Detail oriented

  • Effective communication very and written

  • Customer service

  • Computer skills

  • Familiar with call center technology

  • Forecasting tools

  • Budgeting and queuing principles

Required Education, Licenses or Certifications

  • Bachelor’s Degree preferred

Compensation and Benefits

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.


  • Position is located in Shoreview, MN and Indianapolis, IN

  • We will provide re-location!

  • Please apply!

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.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.

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Primary Location United States-Minnesota-Minneapolis-US, MN, Shoreview, CPG Headquarters Victoria St

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting May 8, 2017, 11:12:24 AM

Unposting Date Ongoing

Req ID: 1700022A