About the role
Business Unit: Cubic Transportation Systems
Company 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 C
ustomer Service
Lead supervises
- temporary
- Customer Service Representatives (CSRs) and manages customer-facing transactions, interactions, and escalations.
- This role ensures the team delivers
- timely ,
- accurate , and customer-focused service while
- maintaining
- compliance 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 of
temporary
CSRs to meet
KPIs
- and 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.
Communicate
- management
- objectives
- and align team efforts to achieve them.
Foster a positive work
environment .
Operational Oversight
Approve
- timecards
- and
- manage data changes
- for
- assignments .
- Manage real-time service levels, roster adherence, absenteeism, and attendance.
- Prepare and analyze daily, weekly, and monthly performance reports.
Identify
- training needs and coordinate development activities.
- Must be able to work various shifts, including weekends and overnight.
- Performs tasks normally carried out by CSRs when
- required .
- Performs other duties as assigned.
Customer Experience
Ensure
- accurate
- information 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,
- including
- safety standards .
- Report incidents and hazards as
- required .
Education and Qualifications
Minimum
2 years as a Senior Customer Service Representative.
At least
- 4- 6 years of contact cent er
- experience.
- Proven leadership capability in a dynamic environment.
- Strong time management and prioritization skills.
Proficiency
in Microsoft Office and contact cent er
systems .
Understanding of
workplace 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.