• Job Description

  Req#: REQ_47852

  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 front line 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.

  BACKGROUND AND EXPERIENCE

  • Bachelor’s degree or equivalent, plus a minimum of five years of experience in customer service, including two year s of management experience in a competitive Contact Center environment.

  • Previous team lead , senior agent, or informal supervisory experience preferred.

  • Strong communication , interpersonal, and organizational skills.

  • Basic proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

  • Familiarity with Contact Center systems such as ACD , IVR , call recording, and CRM tools.

  • Ability to work effectively in a fast paced , customer focused environment.

  • Transit industry knowledge is helpful but not required .

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  Cubic Pay Range:

  $66,120.00 - $143,260.00 + benefits.

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  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.

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  Worker Type:

  Employee

• About the company

  Cubic is a technology-driven, market-leading provider of integrated solutions that increase situational understanding for transportation, defense C4ISR, and training customers worldwide to decrease urban congestion and improve the militaries’ effectiveness and operational readiness.

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