Bilingual Team Lead Operations (Background Screening)

Location: 100% on-site in the Mexico City office, Polanco, CDMX, Mexico

Company

hirify.global provides mission-critical background screening solutions for Fortune 100 and Global 500 brands.

What you will do

• Lead and supervise a team of 3–12 operations analysts.
• Set daily, weekly, and monthly goals while monitoring productivity, quality, volume, KPIs, and SLAs.
• Approve time records, manage performance, provide coaching and feedback, and support career development.
• Balance analyst workloads and manage on-site and digital workspaces to prevent verification-process bottlenecks.
• Identify workflow inefficiencies and implement improvements to reduce turnaround time.
• Deliver training and resolve team member complaints and operational issues.

Requirements

• 2–3 years of direct team leadership or supervisory experience, ideally in operations, customer service, BPO, or shared services.
• Experience leading teams across hybrid or remote work models using digital collaboration tools.
• Strong experience with KPIs, SLAs, productivity metrics, and data-driven reporting.
• Fluent English at C1 level and native or fluent Spanish are required.
• Advanced Microsoft Office skills, especially Excel, plus working knowledge of PowerPoint and CRM or project management tools.
• Strong attention to detail, decision-making, adaptability, reliability, customer service orientation, and the ability to manage competing priorities.

Culture & Benefits

• Work in an inclusive environment focused on empathy, integrity, fairness, and respect.
• Join a company undergoing a technology transformation and developing scalable solutions.
• Operate in a professional office environment with standard office and digital communication equipment.
• The role is primarily sedentary and may require lifting or carrying equipment and files weighing up to 20 pounds.