Job Description
Job Information
Job Req Number:
Time Type: Full Time
Position: BSS Control Tower Team Leader
Department / Location: MNL ISSC - Business Support Services Control Tower
Line Reporting: Business Support Services CT Manager/Supervisor
Key Tasks & Deliverables
- Responsible for meeting the team’s KPI performance and ensuring processes comply with the approved SLA.
- Responsible for team members’ performance and development plan through coaching and mentoring.
- Conduct team meetings and daily huddles to ensure alignment of process understanding and address non‑compliance to SLA.
- Facilitate performance review calls with stakeholders and ensure that performance reports are provided on a timely manner.
- Address performance issues and coordinate with human resources when necessary.
- Support the Supervisor/Manager in meeting set KPIs.
- Recommend improvements to the SOP, in...