Drivers Verification Group Lead

inDrive

КомпанияinDrive
СтранаМексика
ГрафикOnsite
УровеньLead
АдресMexico

Описание

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.

Обязанности

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

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Drivers Verification Group Lead

Описание

Обязанности

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