About the Role: The Control Tower Supervisor is responsible for overseeing Bosta Box operational issues and ensuring timely resolution of shipment-related cases. The role acts as a key link between Operations and Customer Experience , coordinating with different teams to investigate issues, drive corrective actions, and ensure SLA adherence. It also focuses on operational control, SOP compliance, and courier activity audits to identify risks and prevent service-impacting issues. The position plays a critical role in identifying recurring operational problems and driving continuous improvement and operational excellence . Responsibilities : Own the end-to-end lifecycle of Bosta Box operational tickets raised by Customer Experience, including delivery failures, missed pickups, and shipment discrepancies. Investigate shipment-related issues from an operational perspective to identify root causes and determine operational liability. Coordinate with relevant operational teams, including Hubs, Fleet, and Sorting, to drive corrective actions and resolve flagged cases. Follow up on open cases through to full closure, ensuring shipments are resolved within the agreed SLA. Monitor ticket flow in real time, prioritizing high-severity and recurring cases to ensure timely resolution. Execute rigorous audit protocols to detect, investigate, and eliminate fraudulent or inaccurate courier "Star" status updates . Review operations regularly to identify risks, assess SOP compliance, and highlight areas for improvement. Track and report key operational metrics, including First Response Time (FRT), Turnaround Time (TAT), and Resolution Rate across Bosta Box operational tickets. Escalate unresolved or high-risk cases to the appropriate stakeholders, providing clear findings and recommendations. Liaise daily with the Customer Experience team to align on case status, priorities, and next actions while avoiding duplicated efforts. Identify recurring issue patterns and communicate them to Operations leadership to support root-cause resolution and prevent recurrence. Prepare daily and weekly visibility reports covering ticket volume, resolution status, SLA adherence, and key operational findings.

Desired Candidate Profile

Bachelor s degree in Business Administration, Logistics, Supply Chain, or a related field . 3 5 years of experience in Operations, Logistics, Last Mile, or Control Tower roles. Previous supervisory or team-lead experience is preferred. Experience in e-commerce, delivery, courier, or logistics operations is a strong advantage. Strong analytical and problem-solving skills . Good understanding of operational KPIs, SLAs, and performance tracking . Good Excel / Google Sheets skills. Strong communication and stakeholder management skills. Strong attention to detail with excellent follow-up and ownership . Ability to work under pressure and manage multiple priorities in a fast-paced environment . Good understanding of SOP compliance, operational quality, and continuous improvement . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.