Time Type:

Position:

BSS Control Tower Team Leader

Department / Location:

MNL ISSC - Business Support Services Control Tower

Line Reporting:

Business Support Services CT Manager/Supervisor

The Team Leader is responsible for ensuring the highest quality of service for control tower processes, must ensure correct, timely and independent handling of incidents (complaints) related to his/her process scope. He/ she should support the management in meeting the KPIs and all client requirements. The Team Lead is also responsible for ensuring that processes are standard and compliant to standard operating rhythm. The Team Lead is responsible in his/her staff development which can be achieved thru coaching and mentoring. Conduct regular meetings with the team to discuss performance and resolution of issues. Regular performance review meetings with the customers are also expected.

Key Tasks & Deliverables