Job Description
The Safety Event Review Supervisor leads a team responsible for reviewing AI-detected safety events to ensure driver safety and fleet efficiency, while coaching and managing team performance in a remote, high-volume contact center environment.
Key Responsibilities
- Monitor daily queue health, agent availability, and service level targets
- Manage schedules, time-off requests, and agent performance
- Coach and educate specialists to maintain quality and service levels
- Conduct quality audits and reviews of agent transactions
- Handle escalations, policy clarifications, and day-to-day agent support
- Lead, hire, and develop a high-performing, inclusive team
- Perform shift oversight, including after-hours and weekend coverage
Requirements
- Minimum of 1 year of leadership experience as a supervisor in a high-volume contact center environment.
- Being bilingual in English and Spanish is a must.
- Candidates should have 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.
- Ability to work a full-time 40-hour week shift in a 5x8 shift format, with possible after-hours, weekend, or rotating shifts.
Benefits & Perks
Full-time 40-hour work week with flexible shift options including after-hours, weekends, and rotating shifts
Remote work options and flexible working arrangements
Competitive total compensation package
Health benefits
Employee-led remote and flexible working
Ready to Apply?
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