Drivers Verification Group Lead

Location: Mexico City, Mexico Workplace: onsite 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. Why join us Help us challenge injustice by creating fair choices for millions of people across 47 countries. Develop your professional skills with access to mentoring, career consulting, and learning programs. Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program. Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects. Work alongside people who take initiative, speak openly, and challenge themselves to grow. Improve your language skills through co-financed courses and internal speaking clubs. Final benefits may vary depending on the location.