Call Center Supervisor Position Available In Montgomery, Pennsylvania

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:

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.

Minimum Job Requirements:

High school degree, or equivalent, plus four years of experience in a Customer Service/Call Center, or similar field. Prior supervisory and leadership experience preferred. Basic MS Office skills, including Word, Excel, and PowerPoint. Knowledge of transit industry preferred, but not required. Able to thrive in a fast paced environment. Excellent verbal and written communication skills. Process orientation. Excellent relationship building skills. ‎

Cubic Pay Range:

$66,000.00 – $105,000.00 + benefits. ‎ 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:

Employee 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). Cubic is dedicated to providing a comprehensive employee benefits program. All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment. Cubic offers 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, and a 401k Retirement Plan with a company match. Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and 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. Follow us on LinkedIn!