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 Contact Center Supervisor is responsible for overseeing the day-to-day activities of Contact Center staff to ensure consistent delivery of high quality customer service. This role focuses on frontline supervision, supporting staff performance, monitoring service levels, and assisting with routine operational issues. The Supervisor collaborates with internal teams to ensure adherence to established procedures and performance standards. This position operates under direct supervision and exercises limited independent decision making authority. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

Call Center & Customer Service Management 

• Supervise daily activities of Contact Center representatives, including adherence to schedules and quality standards. 

• Monitor call volumes and queues, escalating staffing concerns and performance issues as needed. 

• Assist in resolving escalated customer inquiries when frontline agents require additional support. 

• Ensure staff follow established procedures, scripts, and client requirements. 

• Support the development of staff schedules to maintain operational coverage. 

• Maintain a courteous and professional customer experience across all communication channels. 

Leadership & Staff Development 

• Provide day-to-day coaching, feedback, and support to Contact Center staff. 

• Conduct routine performance check ins and contribute to annual review inputs. 

• Assist with new hire onboarding and support training efforts as directed by management. 

• Track attendance, punctuality, and basic performance metrics; escalate issues as appropriate. 

• Promote a positive, team-oriented work environment aligned with service delivery goals. 

Reporting & Communication 

• Prepare basic operational reports related to productivity, call volumes, and quality checks. 

• Communicate updates, procedural changes, and service expectations to the team. 

• Ensure compliance with company policies and procedures. 

• Support relationship building with internal departments and vendors through clear communication. <