Team Lead, Customer Service

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 .   …