Customer Service Team Lead: Drive Excellence

Cubic Transportation Systems; Concord (NH); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

medical, dental and vision insurance

401k Retirement Plan with a company

paid parental leave

tuition reimbursement program

six weeks paid parental leave

vacation and holidays

Job summary

The Customer Service Lead at Cubic Transportation Systems will supervise temporary Customer Service Representatives and manage customer-facing transactions, interactions, and escalations. The role ensures timely, accurate, and customer-focused service while maintaining compliance with company standards and contractual obligations.

You'll provide leadership, coaching, and operational oversight to drive performance and engagement, with shifts including weekends and overnight as needed.

Qualifications

• 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 them.
• 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.

Skills

Leadership

Customer service

Time management

Prioritization

Microsoft Office

Contact center systems

Workplace safety

Tools

Microsoft Office

Contact center systems

Job description

The Customer Service Lead at Cubic Transportation Systems will supervise temporary Customer Service Representatives and manage customer-facing transactions, interactions, and escalations. The role ensures timely, accurate, and customer-focused service while maintaining compliance with company standards and contractual obligations.

You'll provide leadership, coaching, and operational oversight to drive performance and engagement, with shifts including weekends and overnight as needed.