Drivers Verification Group Lead

Lead the operational management of a team of user verification agents, ensuring service quality, efficiency, and KPI achievement. You will supervise shifts and real-time workload, distribute tasks to maintain SLA compliance, and perform workforce planning. Use KPI analysis to identify gaps and implement improvement plans, oversee QA calibration, and coach and mentor agents through onboarding, training, and performance feedback. Serve as a bridge between frontline operations and stakeholders.