The posting
Overview As a Fleet Control Tower Agent, you will be on the front lines of our control center — monitoring live fleet data, identifying safety violations, and taking immediate action based on our escalation protocols. You’ll be responsible for ensuring all activities align with our Service Level Agreements (SLAs) and Safety Standards, making a tangible impact on performance and driver well-being. Responsibilities Ensure Service Excellence: Deliver consistent, high-quality services aligned with defined SLAs and KPIs, while driving operational efficiency and continuous improvement. Monitor and Respond: Provide a high level of real-time monitoring and customer service to ensure all incidents and safety violations are managed effectively and in full compliance with company policies and legal requirements. Violation Validation: Accurately validate reported violations to determine legitimacy and ensure fair and precise assessments. Immediate Driver Action: Take immediate corrective actions with drivers—verbally and in writing (both English and Arabic)—to prevent or mitigate potential risks. Data Documentation: Maintain detailed, accurate shift records of all violations and incidents to support compliance and performance tracking. Cross-Functional Collaboration: Work closely with the Health & Safety team to identify potential operational risks and support the development of corrective action plans. Knowledge Sharing: Contribute to the ongoing improvement of internal processes and knowledge bases to ensure the team remains informed and aligned. High-Risk Escalation: Escalate high-risk violations or repeat offenders to senior leadership, in line with the established escalation protocols. Behavioral Analytics: Leverage big data tools to analyze driver behavior, identifying trends and insights that support continuous improvement. Data Presentation: Present analytical findings in a clear, actionable format to support data-driven decision-making across the fleet and safety functions. Qualifications Experience: 0–1 year of experience in a call center, shared services, or control tower environment. Technical Proficiency: Strong computer literacy with the ability to swiftly learn, navigate, and adapt to multiple digital systems, dashboards, and fleet monitoring platforms. Exposure to telematics, data visualization tools, and service management platforms is a plus. Analytical Skills: Sharp analytical thinking with the ability to interpret large volumes of data, detect patterns, and generate actionable insights. Comfort with basic reporting tools is required; familiarity with Excel, Power BI, or similar platforms is highly desirable. Shift Flexibility: Willingness to work in a 24/7 shift-based environment, including weekends and holidays, as part of a rotating schedule. Time Management: Ability to handle multiple tasks simultaneously, prioritize effectively, and maintain composure under time-sensitive situations. Safety Focus: Strong personal commitment to safety, risk prevention, and adherence to operational protocols. System Knowledge: Experience with ticketing systems, service desk tools, or escalation workflows is advantageous. Monitoring Tools: Knowledge of fleet monitoring or control tower systems is a strong asset. Cultural Awareness: Proven ability to work in diverse, cross-cultural teams and adapt communication styles accordingly. Customer Orientation: A service-first mindset with a consistent track record of delivering high-quality support to both internal and external stakeholders. Collaboration: Excellent team player with the ability to build trust, contribute to a positive team environment, and partner effectively with multiple functions (e.g., safety, logistics, operations) Communication: Exceptional verbal and written communication skills. Must be able to deliver clear, confident messages in both routine and high-pressure situations. Strong English proficiency (spoken and written) is required.
