Contact Center Supervisor

Cubic Corporation • Fort Washington, PA

8d

About The Position

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.

Requirements

• Bachelor’s degree or equivalent, plus a minimum of five years of experience in customer service, including two years 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.

Nice To Haves

• Transit industry knowledge is helpful but not required.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level