Team Lead, Customer Service

Cubic Corporation • Amherst, NY

4d • $19 - $41

About The Position

Provides professional, knowledgeable, and courteous call support to all patrons calling in for directions in the Chicago area, and transit operators as well as support to Call Center Representatives. Individuals in this position also provide direction when a Supervisor or is not available. This position typically works under general supervision and direction.

Requirements

• High school degree, or equivalent, plus a minimum of one year of call center experience.
• Microsoft Office Professional proficiency is required.
• Experience using metrics to track adherence to key performance indications.
• Strong organization skills with detail orientation.
• Must demonstrate leadership skills.
• Ability to multi-task.
• Comfortable using multiple systems to process tasks assigned.
• Ability to type 45 wpm.
• Must possess good time management skills.
• Well-organized with strong follow-up skills.
• Willing to work extended hours.

Responsibilities

• Handle escalations from CSRs.
• Handle incoming telephone calls from patrons and Transit Operators.
• Assist CSRs with troubleshooting cardholder inquiries and requests.
• Assist with coaching, training, and mentoring of CSRs.
• Covers shifts as outlined by program leadership
• Ad hoc Reporting
• Manage and support Call Center processes and procedures.
• Manage and adhere to Contractual Service Requirements.
• Ensure 100% accuracy in processing orders.
• Ensures we meet the contractual kpi's.

Benefits

• 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
• Education Level: High school or GED