Customer Service Team Lead - Coaching, KPIs & Ops

Cubic Corporation; Concord (NH); On-site; USD 42,000 - 64,000; Full time

Job summary

The Cubic Corporation in Concord, NH seeks a Customer Service Lead to supervise a temporary CSR team and oversee customer interactions to meet KPIs and service levels. This role ensures accuracy, compliance, and smooth operations while coaching staff and coordinating performance reports.

Responsibilities include shift coverage (weekends/overnight), timecard approval, training needs identification, and escalation handling to deliver excellent customer service in a fast-paced environment.

Qualifications

• Minimum 2 years as a Senior Customer Service Representative.
• 4-6 years of contact center experience.
• Strong leadership and coaching abilities.
• Proficiency with MS Office and contact center systems.

Responsibilities

• Lead and motivate a team of temporary CSRs to meet KPIs and service levels.
• Approve timecards and manage shift coverage including weekends and overnights.
• Prepare and analyze daily, weekly, monthly performance reports.
• Identify training needs and coordinate development activities.
• Handle escalated customer issues and ensure service quality.
• Ensure compliance with policies and safety standards.

Skills

Leadership

Time management

Prioritization

Customer service

Microsoft Office

Contact center knowledge

Education

2+ years as Senior Customer Service Representative

4-6 years of contact center experience

Tools

Microsoft Office

Contact center systems

Job description

The Cubic Corporation in Concord, NH seeks a Customer Service Lead to supervise a temporary CSR team and oversee customer interactions to meet KPIs and service levels. This role ensures accuracy, compliance, and smooth operations while coaching staff and coordinating performance reports.

Responsibilities include shift coverage (weekends/overnight), timecard approval, training needs identification, and escalation handling to deliver excellent customer service in a fast-paced environment.