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. 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.