Cummins Inc. Cummins Care Work Force Supervisor - Level 2 in Shoreview, Minnesota

Cummins Care Work Force Supervisor - Level 2


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.

This is an exciting opportunity in Shoreview, Minnesota for a Cummins Care Supervisor. Cummins USA is where you can work on industry leading engineering projects such as New Product Development, Value Package Introduction and Systems

Product Validation.

Your impact will happen in these and other ways:

  • Supervises the technical support team. Handles complex escalated and unresolved support issues.

  • Trains technical support specialists.

  • Provides day-to-day supervision of the technical support team; responsible for the daily operations.

  • Supervises, trains, sets individual expectations to meet department measures, and monitors and provides regular feedback to direct reports.

  • Reviews reports and analysis for operational improvements.

  • Resolves escalation of complex support requests.

  • Works with the technical support manager on identifying process improvements and departmental capability.

  • Provides customer follow up to ensure customer needs are met.

  • Engages with the distribution channel and cross functionally to build collaborative relations.

  • Leads projects or provides resources to support process improvement projects.

  • Mentors and coaches technicians in the region to improve capability.

Skills and Experience Required:


Coach and Develop - Some knowledge and awareness about coach and develop as a skill. Recognizes how coach and develop behaviors impact business results and the Cummins environment.

Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems.

Cross-Functional Knowledge - Understands the basic high-level tasks for functional areas including Marketing, Technical, Supply, Logistics, Manufacturing, Service and Finance. Has experience in at least one functional area.

Distribution/Service Network Knowledge - Demonstrated results in communicating and working with Distributor personnel to complete performance plan objectives which require integration with the global distribution network. Can serve as a trainer/mentor for this skill.

Focus On Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.

Issue Management - Experience in issue management including maintenance of a cross-functional project issues list, with appropriate prioritization based on the issue's level of importance, and full resolution and approval of a change to the project plan.

Performance Management - Has a good understanding of organizational values and goals, translates them into performance standards and applies and leads others through this process.


3 years relevant work experience

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

  • Experience with call center technology and operations

  • Understanding of staffing and queuing principles

  • Ability to communicate clearly through written and verbal communication

  • Continuous improvement of forecasting and scheduling predictions across all contact channels

  • Ensures maximum utilization of existing technology to support efficient use of resources

  • Develop special forecasts for operational areas to assist in developing staffing plans for projects and new work

  • Provide ongoing training for management team and agents on the call center dynamics

  • Distribute daily work schedules for agents and provide historical adherence reports to management

  • Monitor real-time queue and adherence reports to ensure service level and response time objectives are met

  • Develop long term capacity plans and provide accurate work load predictions for annual budgeting and planning

Required Education, Licenses or Certifications

  • Bachelor’s Degree

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.

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