Job Description
Department: Customer Service and Experience Location: Mexico
Description
We are seeking a Group Lead (Supervisor) that will be responsible for the operational management of a team of user 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 im...