Job Description
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 assu...