Events

• Monitor day-to-day SER queue health and agent availability to ensure service level agreements (SLAs), turnaround times, and review quality targets are met
• Maintain schedules and monitor time-off requests and time reporting for specialists
• Continually coach & educate specialists to ensure service levels are achieved and maintained
• Conduct regular audits and reviews, through QA, and consistently coach agents on a day-to-day basis
• Act as the first point of contact for escalations, policy clarifications, and day-to-day agent support needs
• Some of your daily responsibilities include conducting quality checks of the specialist’s transactions to ensure a high level of quality
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team) as we scale globally and across new offices
• Hire, develop, and lead an inclusive, engaged, and high-performing team
• Work a full time 40 hour/week shift in 5x8 shift format
• May be asked to work an assigned shift that covers after-hours and/or weekends and/or rotating shifts

Supervisor, Safety Event Review

Docente de Organización de Eventos Virtual