Call Center Supervisor

Job Opportunity At Cubic Transportation Systems 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). Job Details: Analyzes work volumes, to include email/web inquiries, and calls; works with workforce management to develop and implement employee schedules that ensure the achievement of departmental goals. Ensures that all departmental function volumes (Daily/Monthly Reports) are processed in a timely and accurate manner. Manages the performance of 2-5 Team Leads, and how those specific leaders manage their respective assigned agents. Ensures that all internal and contractual departmental KPIs are achieved. Recommends enhancements to procedures, processes and technology resources to improve customer service efficiency. Identifies staffing needs and conducts interviews in the selection process. Monitors staff work volume and quality through productivity reporting and call quality auditing. Tracks and records all aspects of each customer service representative's performance, including attendance and payroll. Works with manager to review performance and disciplinary issues as required. Ensures that directives from the Contact Center Manager are carried out in a timely manner. Ensures that all shift customer service representatives are properly trained to perform their tasks. Adheres to departmental and Cubic-wide policies, guidelines, and procedures. Ensures all client and customer escalations are processed in a timely manner, including accepting supervisor escalations. Builds relationships with Cubic's clients and their customers.