Customer Support Team Lead - KPI-Driven Ops & Coaching

inDrive; México; Presencial; MXN 670.000 - 1.004.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary range

Advancement opportunities

Descripción de la vacante

inDrive is expanding its Customer Support team in Mexico. We seek a Group Lead to monitor service metrics, guide a 20-agent team, and drive KPI attainment while collaborating with HR/QA/Training. Strong coaching, real-time monitoring, and policy adherence are essential.

The role requires English at B2-C1, hands-on leadership in a fast-paced environment, and experience across BPO/logistics/ecommerce domains. Competitive salary and growth opportunities offered.

Formación

• 3–4 years in Customer Support/Contact Center or Ops.
• 1–2 years in a coordinator/senior/acting-supervisor capacity.
• Bachelor’s degree in Management, Communications, Operations or related.
• Certifications: COPC, Lean Six Sigma Yellow/Green Belt is a plus.
• Conversational English at a B2-C1 level.

Responsabilidades

• Own day-to-day management of a team (up to 20 agents): attendance, adherence, break control, handovers, and shift change discipline.
• Run daily stand-ups with yesterday’s KPIs, today’s priorities, blockers, and assignment.
• Monitor SLA, CSAT, AHT, QA, adherence, efficiency (chats/hour) in real time. Trigger corrective actions.
• Deep-dive analysis (repeated contacts, escalations) and implement fixes.
• Identify recurring defects and submit proposals to improve flows, scripts and self-help sections.
• Pilot improvements (A/B where possible), measure impact, and scale successful changes.
• Report shift results with a short summary and communicate changes clearly.

Conocimientos

People leadership

KPI monitoring

Coaching

Real-time monitoring

Stakeholder communication

Educación

Bachelor’s degree in Management, Communications, Operations or related

Herramientas

CRM platforms

QA/WFM suites

Excel

SQL basics

Descripción del empleo

inDrive is expanding its Customer Support team in Mexico. We seek a Group Lead to monitor service metrics, guide a 20-agent team, and drive KPI attainment while collaborating with HR/QA/Training. Strong coaching, real-time monitoring, and policy adherence are essential.

The role requires English at B2-C1, hands-on leadership in a fast-paced environment, and experience across BPO/logistics/ecommerce domains. Competitive salary and growth opportunities offered.