Your responsibilities

• Provide overall team supervision and ensure consistent quality of service delivered,
• Setting clear deadlines and expectations,
• Develop domain expertise,
• 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 in the domain,
• Review daily performance against the 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,
• Conducted 1:1s, team meetings, and client meetings,
• Coordinate Projects

Our requirements

• Proficiency in GIS data processing, including coursework and/or previous work in ArcGIS, and QGIS. This role includes a customer experience component, that involves interaction with our external GIS professional partners,
• English: at least C1 level,
• Proactive and organized,
• Focus on accuracy/eye for details,
• Strong Logical/ Analytical skills (cognitive ability),
• Decision-making skills,
• Excellent Communication Skills (both written & oral),
• Good knowledge of websites, and how to navigate to obtain desired information,
• Provide regular updates and reports with regard to process specifics,
• Ability to coach and mentor team members, support new joiners,
• Experience with preparing and conducting Service Review meetings,
• Proven leadership skills,
• Experience in project management,
• Experience in hiring and training new hires

What we offer

• Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits,

• Open-minded and multinational environment,

• Opportunity to be part of a global organization focused on development,

• Professional development and a clear career path,

• Training & development opportunities including language courses