Drivers Verification Group Lead

TL;DR

Drivers Verification Group Lead (Customer Service): Operational management of a users verification team to ensure service quality and KPI achievement with an accent on people management and process control. Focus on optimizing SLA compliance, coaching agents, and driving operational efficiency within the verification workflow.

Location: Mexico City, Mexico (Onsite/Hybrid)

Company

A global tech company on a mission to challenge injustice through fair ride-hailing and various transport and financial services.

What you will do

• Manage a team of 20-25 support agents, including shift supervision and real-time workload management.
• Monitor and analyze key KPIs (AHT, SLA productivity) to ensure strict compliance with service levels.
• Conduct regular 1:1 meetings, performance reviews, and implement improvement plans through coaching and mentoring.
• Oversee quality assurance and calibration in coordination with QA teams.
• Identify process inefficiencies and drive improvements, including the development of training materials and knowledge base contributions.
• Handle workforce planning, including scheduling, vacations, and shift coverage.

Requirements

• Bachelor’s degree in Management, Business, Data Analysis, or a related field.
• Strong leadership and people management skills.
• Analytical thinking and ability to work effectively with performance metrics.
• English proficiency: B1 or higher.
• Location: Must be based in Mexico City for onsite/hybrid work.
• Advanced user of Google Workspace (Sheets, Docs, Slides).

Culture & Benefits

• Opportunities for advancement and upward mobility within the organization.
• Hybrid work model with a specific shift structure (two working days followed by two days off).
• Chance to work in a global company with a strong mission to positively impact lives.

Hiring process

• Talent Acquisition Interview.
• Hiring Manager Interview.
• Offer and Hiring.