Overview
The Fleet Control Tower Agent - will be responsible for monitoring and escelating any fleet drivers safety viloations and report it immediately through system live monitoring, in addition to take the needed action based on the escalation matrix inline with agreed service catalog and SLAs. The role requires strong moniroting system hands-on, effective communication and high safety standards
Responsibilities
- Deliver consistent services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement
- Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirements
- Validate reported violations to ensure accuracy and assess whether a violation has truly occurred.
- Take on-spot actions with drivers, both verbally and in writing (English and Arabic), to prevent potential risks.
- Document shift violation data ensuring comprehensive and accurate records.
- Collaborate with the health and safety department to identify potential risks and contribute to developing appropriate action plans for driver and fleet safety.
- Participate in updating knowledge base and processes to keep the team consistently updated and informed.
- Escalate cases involving high-risk violator drivers to top management as per the established escalation matrix.
- Analyze driver behavior using available big data sources, generating various analyses and reports.
- Presenting data and insights in a clear and actionable format to facilitate informed decision-making.
Qualifications
- University Degree
- Basic computer knowledge with ability to learn and work on different systems and apps.
- Flexible to work on shift basis and on rotational weekends.
- Multi-tasking skills and ability to manage time effectively
- Reporting and analytics basics are required
- Commitment and compliance to high safety standards
- Service management and ticket management system experience is a plus
- Technical / Functional Skills & Knowledge of monitoring tools and Interface is a plus