Incident Management Supervisor

hace 1 semana

México inDrive A tiempo completo

We’re expanding our Incident team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes. If you are ready to be part of a new team and go to the next step we are waiting for you.

**Responsibilities**

  • Organizing and supervising the work of specialists handling incident management, including task assignment, performance evaluation, and training of new team members;
  • Conducting shadowing sessions to regularly check operators knowledge of the process;
  • Assessing and determining priorities for resolving incidents based on their complexity and importance;
  • Monitoring and analyzing incident data to identify trends, improve processes, and prevent future incidents;
  • Participation in the development and adherence to standards and procedures for incident resolution, including enhancing work methods and processes;
  • Training employees in incident management and providing support and consultation in complex situations;
  • Preparing regular reports on team performance and incidents and providing data to company management;
  • Ensuring timely incident resolution and compliance with established deadlines;
  • Involvement in the interviewing and hiring process of new agents for the incident management team.

**Qualifications**

  • Work experience in a similar position, (minimum for 2+ years).
  • Availability to work different shifts, either weekends.
  • Availability to work from the office near Reforma 222.
  • PC knowledge at the confident user level
  • Google products knowledge: Google Sheets Google Docs)
  • English B2-C1
  • Collaboration with colleagues and the ability to work effectively as part of a team to resolve incidents.
  • Adherence to high ethical standards, particularly when handling sensitive customer information and resolving complaints.
  • A commitment to meeting customer needs and providing a positive customer experience.
  • Willingness to adapt to changing circumstances and requirements in the role.

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