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
- 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
- Schedule: 5/2, Monday to Friday, 9:00 a.m. – 6:00 p.m.
- Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company
- Hybrid work
