Head of drivers verification

Managing large scale global driver verification line of support covering all Indrive countries of presence (45+)

Establishing and managing key department processes

Resource forecasting/capacity planning and team management

Managing all KPIs related to this line of support (SLAs, efficiency, utilization, conversion rate, speed of processing etc)

Preparing reports on department performance

Execution of various projects related to process optimisation and automation

Developing and implementing work standards

Managing Training and Quality Assurance for the supervisors and ground staff

Data analytics and reporting

International Team management (100+ employees)

Cross-functional interaction with business and product teams

Experience in Customer service/Customer support related roles 4+ years (mandatory)

Management background - Experience managing large distributed multi-geography teams 2+ years (mandatory)

Knowledge of international CS standards and document verification approaches

Knowledge of contact center KPIs (mandatory)

Successful track record of achieving key KPIs (mandatory)

Fluent english

Experience in Mobility as a service industry is a plus

Knowledge of OCR, ML solutions, CS CRM systems and their implementation is a plus

Knowledge of Microsoft Office, Google Docs, Wrike programs

PC knowledge at the level of a confident user

Competent verbal and written skills

Good management skills