The Group Lead is 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.

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

Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company

Hybrid work

English proficiency: B1 or higher

Schedule: 5/2, Monday to Friday, 9:00 a.m. 6:00 p.m.

Desired Candidate Profile

• 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