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

- 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

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