The opportunity
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are…
What you'll do
You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
Monitor day-to-day SER queue health and agent availability to ensure service: level agreements (SLAs), turnaround times, and review quality targets are met
Maintain schedules and monitor time-off requests and time reporting for specialists
What they're looking for
- Continually coach & educate specialists to ensure service levels are achieved and maintained.
- Conduct regular audits and reviews, through QA, and consistently coach agents on a day-to-day basis.
- Act as the first point of contact for escalations, policy clarifications, and day-to-day agent support needs.
- Some of your daily responsibilities include conducting quality checks of the: specialist’s transactions to ensure a high level of quality.