The Fleet Control Tower Agent is a critical safety and operational role within the Supply Chain function. Based in Cairo and supporting the EMEA region (including Egypt, KSA, UAE, and South Africa, & EU), the primary objective is to provide real-time monitoring and escalation of fleet driver safety violations. The Agent ensures that all monitored events are resolved in full compliance with legal and company requirements while maintaining the highest standards of customer service and operational excellence in a 24/7 rotational shift environment.

Operational Monitoring & Safety Compliance

Real-Time: Perform live monitoring across eight distinct fleet platforms to identify safety violations and potential risks.

Incident Validation: Rigorously validate reported violations to ensure data accuracy and determine if a true breach of safety protocol has occurred.

Immediate Intervention: Take on-the-spot corrective actions with drivers via verbal and written communication (English and Arabic) to mitigate immediate risks.

Escalation & Reporting

Management: Execute high-risk escalations to top management in strict accordance with the established escalation matrix and service catalogs.

Data Documentation: Maintain comprehensive and accurate records of all shift violation data to ensure audit readiness.

Advanced Analytics: Analyze driver behavior using big data sources and transform raw data into actionable insights and reports to support executive decision-making.

Continuous Improvement & Collaboration

Cross-Functional Support: Partner with the Health and Safety department to identify emerging risks and contribute to the development of driver safety action plans.

Process Optimization: Participate in updating the team's knowledge base and standard operating procedures (SOPs) to drive efficiency and meet defined SLAs/KPIs.

System Maintenance: Collaborate with system providers for tool maintenance, software testing, and platform updates.

Professional Background: 0–1 year of experience in a Call Center, Shared Services, or Fleet Operations environment.

Technical Proficiency: Strong computer literacy with the ability to navigate multiple systems simultaneously; experience with ServiceNow (SNOW) or similar ticket management systems is highly preferred.

Analytical Skills: Foundational knowledge of data reporting and big data analytics.

Language: High proficiency in both English and Arabic (written and verbal) is required for driver communication and reporting.

Communication: Exceptional interpersonal skills with the ability to maintain professional composure during high-pressure escalations.

Adaptability: Must be flexible to work on a rotational shift basis, including weekends, to support 24/7 global operations.

Cultural Sensitivity: Ability to work effectively across different geographies (EMEMA region) and diverse cultural contexts.

Safety Mindset: A deep commitment to maintaining high safety standards and compliance protocols.