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 ***** 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
Qual...