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Job Description
The Safety Event Review Supervisor leads a team responsible for reviewing AI-detected safety events to ensure driver safety and fleet operational efficiency, while coaching and managing team performance in a high-volume contact center environment.
Key Responsibilities
- Monitor daily SER queue health, agent availability, and ensure service levels and review quality targets are met
- Maintain schedules, monitor time-off requests, and oversee agent attendance and productivity
- Coach and educate specialists to improve performance and ensure service quality
- Conduct quality audits and reviews, providing feedback and coaching to agents
- Handle escalations, policy clarifications, and provide day-to-day support to agents
- Perform quality checks on transactions to ensure high standards of review
- Lead hiring, development, and engagement of a high-performing, inclusive team
- Manage shift schedules, including after-hours, weekend, and rotating shifts
Requirements
- Minimum of 2 years of leadership experience as a supervisor in a high-volume contact center environment.
- A bachelor’s degree or equivalent expertise gained 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.
- Experience in telematics, logistics, safety programs, safety management, or data tagging/video validation environment is preferred.
Benefits & Perks
Full-time 40-hour work week with 5x8 shift format, including potential after-hours, weekend, or rotating shifts
Employee-led remote and flexible working options
Health benefits
Competitive total compensation package
Opportunities for career development and growth
Inclusive work environment with accommodations for persons with disabilities
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