Overview:
The Fleet Control Shift Lead – will be responsible for leading the team performance in monitoring and escalating any fleet driver's safety violations and report it immediately through system live monitoring & relevant communications channels. He will also summarize and analyze data to produce visual and graphical summaries, dashboards, and reports in various formats in order to communicate tower performance, progress, and results to various stakeholders. This job will be a rotational one.
In addition to auditing on team actions taken based on the violations, validation, communication, and escalation matrix in line with the agreed service catalog and SLAs. The role requires strong leadership & team management, ability to use telematics & AI monitoring systems, effective communication, and high safety standards.
Responsibilities:
- Coach, mentor, and guide team members to deliver consistent services at the defined SLAs/KPIs and drive operational efficiency & effectiveness and continuous improvement for the managed account.
- Ensure any nonconformance of the standard is reported correctly to leadership and record corrective actions taken.
- Ensure quality checks are carried out in a timely and accurate manner, and all results are documented and reported correctly following strict methodologies.
- Accountable for designing, creating & maintaining all kinds of reports and dashboards as per the reporting catalogue.
- 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
• Accountable for data uploading, downloading & consolidation throughout their shift • Accountable for OHS & NWOW survey results for their team and account.
- Responsible for software testing and bugs & downtime reporting for 7 different platforms and accountable for the communications with vendors regarding enhancements, operations, and downtime.
• Accountable for the implementation phases of ramp-up & expansion plans in managed BU.• Accountable for shift workload distribution based on the data inflow.
• Assist and provide evidence in incidents investigation related to in-scope vehicles.• Train new agents on Fleet Control Tower systems and scope, in addition to coaching low-performance agents.
Qualifications:
- 1–3 years of experience in complex operations, fleet management, or a shared services environment.
- Previous team management or shift lead experience, with a proven ability to coach and guide others.
- Strong analytical and reporting skills; experience with Power BI, Excel dashboards, and data queries.
- Experience working with ticketing and service management systems (e.g., JIRA, ServiceNow, or similar platforms).
- Basic knowledge of SQL and data querying techniques is an advantage.
- Strong multi-tasking and time management skills, especially in rotational shift environments.
- Ability to work cross-functionally with internal stakeholders and external vendors to report bugs, downtime, and system enhancements.
- Strong communication skills, with attention to detail in reporting and documentation.
- Fluent in English (spoken and written), with the ability to communicate clearly in professional settings.
- Commitment to continuous improvement, team quality audits, and operational excellence.
- Nice to Have
- Familiarity with fleet telematics, AI-based monitoring tools, and live system dashboards.