Team Lead, Customer Service

Cubic Corporation • Fort Washington, PA

3d

About The Position

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: 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 team goals. 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.

Requirements

• Minimum 2 years as a Senior Customer Service Representative.
• At least 4-6 years of contact center experience.
• Proven leadership capability in a dynamic environment.
• Strong time management and prioritization skills.
• Proficiency in Microsoft Office and contact center systems.
• Understanding of workplace safety standards.

Responsibilities

• 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 team goals.
• Foster a positive work environment.
• 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.
• Ensure accurate information and problem resolution for customer inquiries and complaints.
• Handle escalated customer issues when necessary.
• Ensure compliance with legal, regulatory, company policies, and code of conduct, including safety standards.
• Report incidents and hazards as required.

Benefits

• Cubic is dedicated to providing a comprehensive employee benefits program.
• All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment.
• Cubic offers medical, dental and vision insurance, company-paid disability (company continues full pay and benefits for up to six weeks), life insurance options, critical illness and accident coverages, Flexible Spending Accounts, a pre-paid legal plan, travel accident insurance, an award-winning well-being program which includes an employer-funded lifestyle spending account, up to six weeks of paid parental leave, and a 401k Retirement Plan with a company match.
• Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and a tuition reimbursement program.
• Many locations follow a 9/80 work schedule with time-off policies to help encourage employees to take time for rest and relaxation.
• Full-time salaried employees are eligible to participate in Cubic’s flexible time-off arrangement.
• Part-time and hourly employees accrue paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly.
• Lastly, Cubic provides its employees 11 paid holidays throughout the calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed