The Role
Supervise and manage a team of 20-25 driver verification agents, oversee shift scheduling and workload, monitor KPIs (AHT, SLA, productivity), conduct 1:1s and performance reviews, coach and train agents, ensure quality assurance and compliance, drive process improvements, and liaise with stakeholders to meet service metrics.
Summary Generated by Built In
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
About
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.Ready to ignite your inner drive?
Skills Required
- Bachelor's degree in Management, Business, Data Analysis or related field
- Experience managing a team (20-25) of support agents
- Strong leadership and people management skills
- Workforce planning and scheduling experience (shift coverage, vacations)
- Experience monitoring and analyzing performance metrics (AHT, SLA, productivity)
- Coaching, mentoring, and performance improvement plan implementation
- Quality assurance oversight and calibration experience
- Advanced user of Google Workspace (Sheets, Docs, Slides)
- Excellent communication and stakeholder management skills
- Problem-solving and decision-making abilities
- English proficiency B1 or higher
- Availability to work hybrid schedule with specified shift hours (8:00 a.m. to 8:00 p.m.)
- Onboarding and training development experience (training materials, knowledge base)
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
