Call Center Supervisor

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:

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.