Drivers Verification Group Lead

inDrive
Mexico City
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsEducation: bachelorsSkills: ["Leadership","People management","Analytical thinking","Communication","Problem-solving"]

Lead the operational management of a team of user verification agents, ensuring service quality, efficiency, and KPI achievement. You will supervise shifts and real-time workload, distribute tasks to maintain SLA compliance, and perform workforce planning. Use KPI analysis to identify gaps and implement improvement plans, oversee QA calibration, and coach and mentor agents through onboarding, training, and performance feedback. Serve as a bridge between frontline operations and stakeholders.

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FursaFursa
inDrive
inDrive
4 months ago

Drivers Verification Group Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead the operational management of a team of user verification agents, ensuring service quality, efficiency, and KPI achievement. You will supervise shifts and real-time workload, distribute tasks to maintain SLA compliance, and perform workforce planning. Use KPI analysis to identify gaps and implement improvement plans, oversee QA calibration, and coach and mentor agents through onboarding, training, and performance feedback. Serve as a bridge between frontline operations and stakeholders.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Manager level

Key Responsibilities

  • •Directly manage a team of 20–25 support agents.
  • •Supervise shifts and manage real-time workloads to ensure SLA compliance through task distribution and queue monitoring.
  • •Perform workforce planning, including scheduling, vacations, and shift coverage.
  • •Monitor and analyze key KPIs (e.g., AHT, SLA productivity) and implement improvement plans to address performance gaps.
  • •Oversee quality assurance calibration, ensure adherence to internal policies and compliance standards, and conduct 1:1s, performance reviews, coaching, onboarding, and continuous training.

Pay and Benefits

Perks:Hybrid Work

Key Requirements

  • •Bachelor’s degree in Management, Business, Data Analysis, or a related field.
  • •Strong leadership and people management skills.
  • •Analytical thinking and ability to work with performance metrics.
  • •Excellent communication and stakeholder management skills.
  • •Advanced user of Google Workspace (Sheets, Docs, Slides).
Experience:Ride-hailing
Education:Bachelor's in Management, Business, Data Analysis (or related field)
Skills:LeadershipPeople managementAnalytical thinkingCommunicationProblem-solving
Languages:English
Tech Stack:Google WorkspaceSheetsDocsSlides

Company Brief

inDrive
A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn