Drivers Verification Group Lead

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 Responsibilities- Direct management of a team of ***** 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 ...