Senior Field Support Specialist

About the role

Provides technical leadership, daily direction, and advanced escalation support for the Driver Support Center in a fast-paced call center environment. Serves as the highest-level escalation point before management involvement.

Responsibilities

• Serves as primary escalation resource for Driver Support Field Specialists on PTI operations, payroll, scheduling, onboarding, and policy interpretation.
• Reviews complex driver issues and escalations to determine appropriate resolution steps, identify when management involvement is needed, and ensure consistent service delivery.
• Responsible for monitoring team performance metrics and escalating performance concerns to management.
• Assists with onboarding and training new team members.
• Accountable for quality and consistency of support center transactions.
• Responsible for identifying systematic service failures and recommending corrective action.
• Acts as operational lead for daily Driver Support Center workflow management.
• Provides day-to-day support and leadership to the team by navigating varied situations, interpreting relevant information, applying sound judgment, and maintaining a high level of customer service.
• Participate in research, measure, and correct problems for continuous process improvement.
• Supports HRIS systems and internal systems to ensure proper functionality, usage, and data integrity across department.