Department: Customer Service and Experience Location: Mexico

Description

We are seeking a Group Lead (Supervisor) that will be responsible for the operational management of a team of user 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

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📌 Drivers Verification Group Lead (México)
🏢 inDrive
📍 México