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. • 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 • Hybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m. • Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company • Hybrid work