Manager, Control Tower

Team Management and Strategy:

• Motivate the team to meet organizational goals and daily targets while fostering a collaborative environment.
• Manage attendance, workload distribution, and coverage planning for consistent service quality.
• Strengthen team capability through goal setting, skill development, and career path creation.

Team Metrics and Performance:

• Oversee multiple operational verticals and develop data-driven action plans aligned to workload trends.
• Maintain accurate team records and follow daily operational cadences with strict timelines.
• Prepare data-backed communications to senior leadership on operational updates and critical events.

Process Improvement and Collaboration:

• Partner with cross-functional teams to manage SLAs, handle escalations, and ensure seamless issue resolution.
• Leverage reporting to identify process gaps and drive corrective actions across verticals.
• Collaborate with other shift managers for accurate handoffs and effective communication of ongoing issues.