Data Processing Lead – SLA-Driven Team Manager

ISR Transport; Salem (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

ISR Transport is seeking an experienced people manager to lead a 20‑person part-time citation processing team in Salem, MA. You will guide day‑to‑day management, prioritise workloads, and drive process improvements.

You’ll be hands‑on, monitor performance, coach staff, and ensure SLAs are met while maintaining high accuracy. You’ll collaborate with senior management to scale operations and report on productivity.

Qualifications

• Experience managing or supervising an operational team.
• Experience with rotas, staffing levels and workload allocation.
• Proven ability to motivate teams to meet productivity and quality targets.
• Experience in a high-volume, SLA-driven environment.
• Strong attention to detail and data accuracy.
• Confidential information handling responsibilities.

Responsibilities

• Create and manage staff rotas to cover workload.
• Allocate and reprioritize work to meet SLAs.
• Monitor performance and provide coaching.
• Maintain high accuracy in citation processing.
• Identify errors and take corrective actions.
• Support recruitment, onboarding and training.
• Collaborate with Team Lead to run operations efficiently.
• Produce reports on productivity and SLA performance.
• Step in during busy periods to cover processing.
• Help improve processes as the team grows.

Skills

People management

Rota planning

Performance coaching

High-volume processing

Attention to detail

Confidential handling

MS Office & workflow tools

Tools

Workflow systems

Reporting tools

Microsoft Office

Job description

ISR Transport is seeking an experienced people manager to lead a 20‑person part-time citation processing team in Salem, MA. You will guide day‑to‑day management, prioritise workloads, and drive process improvements.

You’ll be hands‑on, monitor performance, coach staff, and ensure SLAs are met while maintaining high accuracy. You’ll collaborate with senior management to scale operations and report on productivity.