drivers verification group leaddepartment: customer service and experienceemployment type: full timelocation: mexicodescriptionwe 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 responsibilitiesdirect management of a team of * support agentsshift supervision and real-time workload managementtask distribution and queue monitoring to ensure sla complianceworkforce planning: scheduling, vacations, and shift coveragemonitoring and analysis of key kpis (aht, sla productivity, etc.)regular 1:1 meetings, performance reviews, and feedback sessionsidentifying performance gaps and implementing improvement planscoaching and mentoring team membersquality assurance oversight and calibration with qa teamsensuring adherence to internal policies, procedures, and compliance standardsidentifying process inefficiencies and driving improvementsonboarding and continuous training of agentsdevelopment of training materials and knowledge base contributionssupporting skill development and career growth within the teamskills, knowledge & expertisebachelor's degree in management, business, data analysis or related fieldstrong leadership and people management skillsanalytical thinking and ability to work with performance metricsexcellent communication and stakeholder management skillsproblem-solving and decision-making abilitiesadvanced user of google workspace (sheets, docs, slides)english proficiency: b1 or higherhybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m.job benefitsopportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the companyhybrid work#j-*-ljbffr