Drivers Verification Group Lead Department: Safety Support Operations Employment Type: Full Time Location: Mexico Description 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 (México)
🏢 inDrive
📍 México