Contact Center Supervisor

JOB SUMMARY

The Contact Center Supervisoris responsible foroverseeing theday-to-dayactivities of Contact Center staff to ensure consistent delivery ofhigh-qualitycustomer service. This role focuses on frontline supervision, supporting staff performance,monitoringservice levels, andassistingwith routine operational issues. The Supervisor collaborates with internal teams to ensure adherence toestablishedprocedures and performance standards. This positionoperatesunder direct supervision and exercises limited independentdecision-makingauthority.

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.

• Assistin resolving escalated customer inquiries when frontline agentsrequireadditionalsupport.

• Ensure staff follow established procedures, scripts, and client requirements.

• Support the development of staff schedules tomaintainoperational coverage.

• Maintaina courteousand professional customer experience across all communication channels.

Leadership & Staff Development

• Provideday-to-daycoaching, feedback, and support to Contact Center staff.

• Conduct routine performancecheckinsand contribute to annual review inputs.

• Assistwith new hire onboarding and support training efforts as directed by management.

• Track attendance, punctuality, and basic performance metrics;escalateissues asappropriate.

• Promote a positive,team-orientedwork 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.

• Supportrelationship buildingwith 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 yearsof management experience in a competitive Contact Center environment.

• Previousteamlead, senior agent, or informal supervisory experience preferred.

• Strong communication, interpersonal, and organizational skills.

• Basicproficiencyin Microsoft Office applications (Word, Excel, PowerPoint).

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

• Ability to work effectively in afast paced,customer focusedenvironment.

• Transit industry knowledge is helpful but notrequired.

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.