Samsara

Safety Event Review Supervisor

Samsara

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job Level

Junior

About the role

  • 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 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.

Requirements

  • 1+ years of leadership experience as a supervisor in a high-volume contact center environment
  • Being bilingual in English and Spanish is a must
  • We welcome applications from candidates with a bachelor's degree or those who have gained equivalent expertise through practical experience in related fields.
  • Strong understanding of the Behavioral Based Coaching Model including establishing effective goals through a SMART model or similar.
  • Experience establishing expectations around development and performance management.
  • Strong problem-solving and troubleshooting skills with the ability to exercise good judgment.
  • Strong understanding of driving and traffic norms.
  • Driver’s license is required.
Benefits
  • Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
  • health benefits
  • and much, much more.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
leadership experiencecontact center managementquality assuranceperformance managementcoachingproblem-solvingtroubleshootingBilingual (English and Spanish)Behavioral Based Coaching ModelSMART goals
Soft Skills
team developmentcommunicationjudgmentinclusivityengagementorganizational skillsagent supportcultural principles advocacytime managementaudit and review
Certifications
Driver’s license