Job Description
A leadership role overseeing a team of Safety Event Review agents responsible for ensuring high-quality review of AI-detected safety events to improve driver safety and fleet operations, with a focus on coaching, quality assurance, and operational efficiency.
Key Responsibilities
- Monitor daily queue health, agent availability, and service level agreements (SLAs).
- Maintain schedules, monitor time-off requests, and report on agent performance.
- Coach and educate specialists to ensure quality and service levels are achieved.
- Conduct quality audits and reviews, providing feedback to agents.
- Handle escalations, policy clarifications, and provide day-to-day agent support.
- Lead, hire, and develop a high-performing, inclusive team.
- Perform shift oversight, including after-hours, weekend, and rotating shifts.
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.
- Ability to work a full-time 40-hour week shift in a 5x8 shift format, which may include after-hours, weekends, or rotating shifts.
Benefits & Perks
Full-time 40-hour work week with flexible scheduling options including after-hours, weekends, and rotating shifts
Remote work opportunities with support for remote and flexible working arrangements
Health benefits
Employee-led remote and flexible working options
Competitive total compensation package
Ready to Apply?
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