-Plan,coordinate and assign daily workload to team members and fellow Leads.-Organize virtual and physical trainings to meet the department objectives and the organization at large.-Effectively manage welfare of team members.-Making detailed and analytical reports to my direct Manager and Group head of the customer Fulfilment center.-Effectively analyze escalations and making recommendations to achieve a better resolution.-Recommend best practices to meet regulated service level agreement and promptly customer satisfaction.-Making and collating data for the entire unit which includes: leave request, absenteeism and performance report.-Carrying out investigations on fraud related cases and incident containment.-Supervise the entire team in ensuring provision of excellent and outstanding services to customer locally and in diaspora.