Job Description

Drivers Verification Group Lead

Department: Customer Service and Experience

Employment Type: Full Time

Location: Mexico

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