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

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Direct management of a team of 20-25 support agents

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Shift supervision and real-time workload management

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Task distribution and queue monitoring to ensure SLA compliance

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Workforce planning: scheduling, vacations, and shift coverage

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Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.)

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Regular 1:1 meetings, performance reviews, and feedback sessions

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Identifying performance gaps and implementing improvement plans

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Coaching and mentoring team members

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Quality assurance oversight and calibration with QA teams

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Ensuring adherence to internal policies, procedures, and compliance standards

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Identifying process inefficiencies and driving improvements





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Onboarding and continuous training of agents

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Development of training materials and knowledge base contributions

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Supporting skill development and career growth within the team

Skills, Knowledge & Expertise

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Bachelor’s degree in Management, Business, Data Analysis or related field

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Strong leadership and people management skills

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Analytical thinking and ability to work with performance metrics

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Excellent communication and stakeholder management skills

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Problem-solving and decision-making abilities

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Advanced user of Google Workspace (Sheets, Docs, Slides)

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English proficiency: B1 or higher

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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

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Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company

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Hyb

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