Team Lead, Customer Service

Cubic Corporation • Concord, NH

6d

About The Position

The Customer Service Lead supervises temporary Customer Service Representatives (CSRs) and manages customer-facing transactions, interactions, and escalations. This role ensures the team delivers timely, accurate, and customer-focused service while maintaining compliance with company standards and contractual obligations. The Team Leader provides leadership, coaching, and operational oversight to drive performance and engagement.

Requirements

• Minimum 2 years as a Senior Customer Service Representative.
• At least 4-6 years of contact center experience.
• Proven leadership capability in a dynamic environment.
• Strong time management and prioritization skills.
• Proficiency in Microsoft Office and contact center systems.
• Understanding of workplace safety standards.

Responsibilities

• Lead and motivate a team of temporary CSRs to meet KPIs and service level targets.
• Act as a process and procedural expert, ensuring staff have the skills and knowledge to resolve inquiries effectively.
• Monitor call quality and customer experience; provide coaching and feedback to improve performance.
• Implement performance agreements and development plans for team members.
• Communicate management objectives and align team efforts to achieve them.
• Foster a positive work environment.
• Approve timecards and manage data changes for assignments.
• Manage real-time service levels, roster adherence, absenteeism, and attendance.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Identify training needs and coordinate development activities.
• Must be able to work various shifts, including weekends and overnight.
• Performs tasks normally carried out by CSRs when required.
• Performs other duties as assigned.
• Ensure accurate information and problem resolution for customer inquiries and complaints.
• Handle escalated customer issues when necessary.
• Ensure compliance with legal, regulatory, company policies, and code of conduct, including safety standards.
• Report incidents and hazards as required.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed