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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 efficiency, while coaching and managing team performance in a remote, high-volume contact center environment.
Key Responsibilities
- Monitor daily SER queue health and agent availability to meet SLAs and quality targets
- Maintain schedules, monitor time-off requests, and report on agent performance
- Coach and educate specialists to ensure service levels and review quality are achieved
- Conduct quality audits and reviews, providing feedback to agents
- Handle escalations, policy clarifications, and provide day-to-day agent support
- Perform quality checks on transactions to ensure high-quality reviews
- Lead, develop, and manage an inclusive, high-performing team
- Hire and onboard new team members
- Support real-time decision-making and shift oversight
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 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.
- Work a full-time 40-hour week shift in a 5x8 shift format.
- May be asked to work an assigned shift that covers after-hours and/or weekends and/or rotating shifts.
Benefits & Perks
Full-time 40-hour work week with flexible shifts including after-hours, weekends, and rotating shifts
Remote work options and flexible working arrangements
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Supportive and inclusive work environment
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