Control Tower Agent

Overview

As a Fleet Control Tower Agent, you will be at the center of our real-time fleet and safety operation — monitoring live fleet data, identifying and validating safety violations, and taking immediate action based on established escalation protocols. You will play a critical role in protecting drivers, maintaining operational compliance, and ensuring performance against our Service Level Agreements (SLAs) and Safety Standards. This role requires strong judgment, analytical thinking, attention to detail, and the ability to make accurate decisions under pressure.

Responsibilities

• Ensure Service Excellence: Deliver consistent, high-quality services aligned with defined SLAs and KPIs, while maintaining operational discipline and driving continuous improvement.
• Monitor & Respond: Continuously monitor live fleet activity, driver behavior, and safety events, taking timely and appropriate action in line with company policies and legal requirements.
• Violation Validation: Investigate and accurately validate reported violations by analyzing available data and information to determine legitimacy and appropriate next steps.
• Immediate Driver Action: Communicate directly with drivers in English and Arabic to address safety violations, provide clear corrective instructions, and prevent or mitigate potential risks.
• Data Documentation: Maintain accurate and complete records of violations, incidents, interventions, and follow-up actions to support compliance and performance tracking.
• Cross-Functional Collaboration: Work closely with Health & Safety, Fleet, Logistics, and Operations teams to identify risks, resolve issues, and support corrective action plans.
• Knowledge Sharing: Contribute to process improvements, knowledge sharing, and documentation to strengthen team capability and operational consistency.
• High-Risk Escalation: Identify and escalate critical safety events, high-risk violations, and repeated non-compliance to the appropriate level of leadership.
• Behavioral Analytics: Leverage fleet, telematics, and operational data to identify driver behavior patterns, recurring risks, and improvement opportunities.
• Data Presentation: Translate analytical findings into clear, actionable insights to support data-driven decision-making across fleet and safety functions.

Qualifications

• 0–2 years of experience in a control tower, operations center, fleet, logistics, monitoring, shared services, or similar environment. Strong fresh graduates may also be considered.
• Technical Proficiency: Advanced computer literacy with the ability to quickly learn, navigate, and adapt to multiple digital systems, dashboards, and fleet monitoring platforms. Exposure to telematics, Power BI, or other data visualization tools is a plus.
• Analytical Skills: Very Strong analytical and problem-solving abilities, with the capability to interpret data, identify patterns, investigate inconsistencies, and reach accurate conclusions. Excel and reporting skills are required.
• 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 manage multiple events and priorities simultaneously while maintaining accuracy, focus, and composure in time-sensitive situations.
• Safety Focus: Strong personal commitment to safety, risk prevention, compliance, and adherence to operational protocols.
• System Knowledge: Experience with ticketing systems, service management tools, escalation workflows, or case management platforms is advantageous.
• Monitoring Tools: Experience with fleet monitoring, telematics, control tower, command center, NOC, or similar real-time monitoring systems is a strong asset.
• Cultural Awareness: Ability to work effectively in diverse, cross-cultural teams and adapt communication styles to different stakeholders.
• Ownership & Accountability: Demonstrates initiative, takes ownership of issues, follows through on actions, and knows when to investigate, act, or escalate.
• Communication: Exceptional verbal and written communication skills, with the ability to deliver clear, confident messages in routine and high-pressure situations. Strong English fluency (spoken and written) is required, with strong Arabic communication skills for driver interactions.