SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations to harness IoT data for actionable insights across physical operations including agriculture, construction, field services, transportation, and manufacturing.
You will lead a growing team of Safety Event Review (SER) agents responsible for reviewing AI-detected safety events that directly impact driver safety and fleet operations. As the frontline leader, you'll serve as mentor, coach, and operations steward, focusing on team performance, engagement, and development while maintaining Samsara's high standards for excellence.
Key responsibilities include:
- Monitor day-to-day SER queue health and agent availability to ensure SLAs, turnaround times, and quality targets are met
- Maintain schedules, monitor time-off requests, and manage time reporting for specialists
- Coach and educate specialists continuously to achieve and maintain service levels
- Conduct regular QA audits and reviews, providing consistent day-to-day coaching
- Serve as first point of contact for escalations, policy clarifications, and agent support
- Perform quality checks of specialist transactions to ensure high standards
- Champion and embed Samsara's cultural principles as the company scales globally
- Hire, develop, and lead an inclusive, engaged, high-performing team
- Work full-time 40 hours/week in 5x8 shift format, potentially including after-hours, weekends, or rotating shifts
Minimum requirements: 2+ years of leadership experience as a supervisor in a high-volume contact center environment; bachelor's degree or equivalent practical experience; strong understanding of Behavioral Based Coaching Model and SMART goal-setting; experience establishing expectations and performance standards.
This is a full-time, onsite position requiring 5 days/week commute to the Bengaluru office.
