Business Unit:
Cubic Transportation SystemsCompany Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
Job Summary:
The Customer ServiceLead supervisestemporaryCustomer Service Representatives (CSRs) and manages customer-facing transactions, interactions, and escalations.This role ensures the team deliverstimely,accurate, and customer-focused service whilemaintainingcompliance with company standards and contractual obligations.The Team Leader provides leadership, coaching, and operational oversight to drive performance and engagement.
Essential Job Duties and Responsibilities:
Team Leadership & Performance
Lead and motivate a team oftemporaryCSRs to meetKPIsand service level targets.
Act as a process and procedural expert, ensuring staff have the skills and knowledge to resolve inquiries effectively.
Monitor call quality and customer experience; provide coaching and feedback to improve performance.
Implement performance agreements and development plans for team members.
Communicatemanagementobjectivesand align team efforts to achieve them.
Foster a positive workenvironment.
Operational Oversight
Approvetimecardsandmanage data changesforassignments.
Manage real-time service levels, roster adherence, absenteeism, and attendance.
Prepare and analyze daily, weekly, and monthly performance reports.
Identifytraining needs and coordinate development activities.
Must be able to work various shifts, including weekends and overnight.
Performs tasks normally carried out by CSRs whenrequired.
Performs other duties as assigned.
Customer Experience
Ensureaccurateinformation and problem resolution for customer inquiries and complaints.
Handle escalated customer issues when necessary.
Compliance & Safety
Ensure compliance with legal, regulatory, company policies,and code of conduct,includingsafety standards.
Report incidents and hazards asrequired.
Education and Qualifications:
Minimum2 years as a Senior Customer Service Representative.
At least4-6 years of contact centerexperience.
Proven leadership capability in a dynamic environment.
Strong time management and prioritization skills.
Proficiencyin Microsoft Office and contact centersystems.
Understanding ofworkplace safety standards.
Cubic Pay Range:
The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Worker Type:
Temporary Worker
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.