The purpose of the role is to make tactical decisions based on performance indicators and exception dashboards to ensure that Pingo meets its service level agreement to our customer. The role is the people manager of a group of team leads, responsible for the development, recruitment, and retention of their team leaders. The role is also required to initiate and lead tactical decision-making processes and initiate communication with various stakeholders Job Outputs • Provide insights and information to Pingo operational teams to ensure a stable and optimized delivery operation.• Ensure timely and accurate assignment of drivers within clusters maximizing efficiency and delivering within Pingo SLA.• Facilitate effective coordination and collaboration between control centre staff and other department such as operations, IT, Planning and Pingo’s clients to streamline operations and resolve issues/incidents affecting the shift.• Mange and lead a team of Team leaders within the Control Center• Provide regular coaching and feedback to Team Leaders and Controllers, fostering a culture of continuous improvement and professional development.Develop and maintain effective shift schedules that balance workload distribution, employee availability and operational requirements to ensure optimal coverage at all times.•Monitor staffing levels and request resource allocation in response to fluctuating demand or unexpected events, minimizing disruptions and maintaining service continuity.· Maintain clear and open lines of communication with team leader’s customer experience manager, and other stakeholders, ensuring timely distribution of information, updates, and instructions.· Work with the Customer Experience Manager on implementing any process improvements, provide feedback on the effectiveness of initiatives and act as a change agent for your shift. • Lead emergency response by following protocols and procedures. Guide control centre staff and effectively manage critical incidents or emergencies whilst ensuring the safety and well-being of drivers and Pingo employees and minimizing disruption to operations.Coordinate with external stakeholders, such as emergency services, to facilitate timely and appropriate responses to emergencies • Comprehensive understanding of all tools and Systems. • Effective application of all tools and systems.A bachelor's degree in logistics, supply chain management, business administration, or a related field3 years supervisory experience in logistics, transportation, or ecommerce operations within a shift based structure is highly beneficial.Familiarity with e-commerce platforms would be an added advantageComputer literate – MS Office Familiarity with communication technology such as email, phone systems, messaging platform