Drivers Verification Group Lead

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