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 ***** 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