REQUIREMENTS

• Experience in Team and Project Management.
• Knowledge of the English language on at least a C1 level.
• Foundational knowledge of GIS data and map-based workflows.
• Familiarity with data structures, including JSON and XML, is a plus.
• Strong analytical and problem-solving skills with a high focus on detail and data accuracy.
• A positive, empathetic, and professional attitude toward internal and external partners at all times.
• Self-motivated, proactive, and able to work effectively and accurately under deadlines and pressure.
• Training, mentoring and presentation skills.
• Nice to have: French or Portuguese on a communicative level.

ROLE DESCRIPTION

• The Team leader role is primarily responsible for the execution of data processing workflows for partner-provided content and for guiding and motivating a team to achieve project goals while also serving as a key point of contact for clients.
• This role ensures that crucial real-time information - such as road closures and temporary restrictions is correctly ingested, processed, and accurately displayed online. As part of the responsibilities, the operator will be required to communicate with the data provider in the event of issues with the received data.

RESPONSIBILITIES

• Provide overall team supervision and ensure consistent quality of service delivered.
• Setting clear deadlines and expectations.
• Develop domain expertise in the workflow that they lead.
• Perform high quality RCAs to identify the root causes of repeating/high severity issues.
• Identify improvement opportunities & support improvement initiatives.
• Prepare and implement action plans to drive process improvements.
• Provide excellent team leadership and ensure that the team is trained and confident with the domain.
• Review daily performance against Service Level Agreement [SLA].
• Provide coaching and assistance to agents/specialists on an ongoing basis.
• Process & share weekly reports and insights to management/client.
• Communicate company/client goals to agents/specialists so every employee understands his or her role.
• Assist with the hiring & training process for agents/specialists.
• Manage team level shrinkages and ensure business continuity.
• Conduct 1:1s, Team Meetings and Client Meetings.
• Configure new requests to correctly translate third-party data into the platform’s internal format for effective visualization.
• Analyze the structure of incoming data, which is typically presented in standardized formats (e.g., internal schemas, JSON, and XML), to derive actionable insights.
• Engage and collaborate directly with partners to troubleshoot, test, and fix data issues.
• Apply foundational GIS knowledge to identify and verify the correct spatial features on the map, ensuring accurate data configuration and visualization.
• Familiarity with SQL for data querying and analysis.
• Investigate and troubleshoot configuration errors.
• Execute standard data analysis and processing workflows.
• Ability to work independently and as part of a team.
• Proactively identify and raise systemic problems with tools or processes.
• Contribute to in-depth failure analysis to determine the root cause of problems or incorrect edits.
• Self-motivated and able to work under pressure.