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
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📌 Drivers verification group lead (México)
🏢 inDrive
📍 México
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