Team Lead, Customer Service

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

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:

The Customer 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 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.

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

About Cubic:

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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).

Benefits:

• 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
• a 401k Retirement Plan with a company match
• backup childcare
• pet care
• pet insurance
• virtual tutoring
• 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.

With a presence in over 60 countries and more than 5,000 employees worldwide, Cubic is committed to hiring and retaining a diverse workforce.

We are proud to be an Equal Opportunity/Affirmative Action-Employer.

We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, national origin, military or veteran status, and any other basis protected by applicable law.

For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com.

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