Drivers Verification Group Lead

inDrive; México; Híbrido; MXN 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Opportunity for advancement

Hybrid work

Descripción de la vacante

inDrive is looking for a Group Lead (Supervisor) in Mexico City to manage user verification agents, ensuring high service quality and efficiency. This role demands strong leadership and management skills, with responsibilities including team oversight, KPI monitoring, and coaching. The ideal candidate should hold a Bachelor's degree in a relevant field and possess advanced skills in Google Workspace. A hybrid work model is in place, promoting work-life balance and career advancement opportunities.

Formación

• Strong leadership and people management skills required.
• Proficiency in performance metrics analysis expected.
• Bachelor’s degree in relevant field is necessary.

Responsabilidades

• Direct management of a team of 20-25 support agents.
• Conduct regular performance reviews and coaching.
• Monitor and analyze key KPIs for service quality.

Conocimientos

Leadership and people management

Analytical thinking

Communication skills

Problem-solving abilities

Advanced Google Workspace skills

English proficiency

Educación

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

Descripción del empleo

Department: Customer Service and Experience Location: Mexico

Description

We are seeking a Group Lead (Supervisor) that will be responsible for the operational management of a team of user 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