Team Lead

The Team Lead Cummins CARE Operations is responsible for leading a high-performing team to deliver exceptional Level 1 warranty support for the North America (NAM) region. This role ensures consistent customer satisfaction, manages escalations, and provides insightful analytics to optimize customer support operations. The ideal candidate combines strong leadership, technical acumen, and a customer-centric mindset to meet and exceed performance targets in a 24x7 global support environment.

Key Responsibilities:

• Lead and supervise a team of 810 employees managing Level 1 warranty operations for the NAM region.
• Build and maintain strong business partnerships with key stakeholders across the North American warranty function.
• Ensure timely, accurate, and efficient resolution of customer queries and escalations via phone, email, and chat.
• 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.

External Qualifications and Competencies

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 810 years of total work experience.
• At least 35 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.

Additional Responsibilities Unique to this Position

Education, Licenses, Certifications:

• Bachelors degree in Mechanical or Automotive Engineering preferred (not mandatory).
• Masters degree (MBA or equivalent) in Operations or a related domain preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.