Drivers Verification Group Lead

inDrive; México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

Advancement opportunities

Descripción de la vacante

inDrive is seeking a Drivers Verification Group Lead to oversee a team of 20-25 verification agents in a hybrid environment. You will drive performance, coach staff, and ensure high-quality verification work while collaborating with stakeholders across Safety Support Operations.

The role emphasizes people management, data-driven decisions, and process improvements, with a focus on meeting SLAs and maintaining compliance. Hybrid schedule applies in this role.

Formación

• Bachelor's degree in Management, Business, Data Analysis or related field.
• Strong leadership and people management skills.
• Analytical thinking and ability to work with performance metrics.
• Excellent communication and stakeholder management skills.
• Problem-solving and decision-making abilities.
• Advanced user of Google Workspace (Sheets, Docs, Slides).
• English proficiency: B1 or higher.
• Hybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m.

Responsabilidades

• Direct management of a team of 20-25 support agents.
• Shift supervision and real-time workload management.
• Task distribution and queue monitoring to ensure SLA compliance.
• Workforce planning: scheduling, vacations, and shift coverage.
• Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.).
• Regular 1:1 meetings, performance reviews, and feedback sessions.
• Identifying performance gaps and implementing improvement plans.
• Coaching and mentoring team members.
• Quality assurance oversight and calibration with QA teams.
• Ensuring adherence to internal policies, procedures, and compliance standards.
• Identifying process inefficiencies and driving improvements.
• Onboarding and continuous training of agents.
• Development of training materials and knowledge base contributions.
• Supporting skill development and career growth within the team.

Conocimientos

Leadership

People management

Analytics

Communication

Problem solving

Google Workspace

English proficiency

Educación

Bachelor's degree in Management, Business, Data Analysis or related field

Herramientas

Google Sheets

Google Docs

Google Slides

Descripción del empleo

Drivers Verification Group Lead

Department: Safety Support Operations

Employment Type: Full Time

Location: Mexico

Description

We are seeking a Group Lead (Supervisor) it will be responsible for the operational management of a team of users verification agents, ensuring service quality, efficiency, and achievement of key performance metrics. The role combines people management, process control, and data-driven decision-making, while acting as a bridge between frontline operations and business stakeholders.

Key Responsibilities

• Direct management of a team of 20-25 support agents
• Shift supervision and real-time workload management
• Task distribution and queue monitoring to ensure SLA compliance
• Workforce planning: scheduling, vacations, and shift coverage
• Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.)
• Regular 1:1 meetings, performance reviews, and feedback sessions
• Identifying performance gaps and implementing improvement plans
• Coaching and mentoring team members
• Quality assurance oversight and calibration with QA teams
• Ensuring adherence to internal policies, procedures, and compliance standards
• Identifying process inefficiencies and driving improvements
• Onboarding and continuous training of agents
• Development of training materials and knowledge base contributions
• Supporting skill development and career growth within the team

Skills, Knowledge & Expertise

• Bachelor’s degree in Management, Business, Data Analysis or related field
• Strong leadership and people management skills
• Analytical thinking and ability to work with performance metrics
• Excellent communication and stakeholder management skills
• Problem-solving and decision-making abilities
• Advanced user of Google Workspace (Sheets, Docs, Slides)
• English proficiency: B1 or higher
• Hybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m.

Job Benefits

• Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company
• Hybrid work