Overview The Fleet Control Tower Agent is responsible for actively monitoring fleet operations and escalate any driver's safety violations in real-time using the live monitoring systems. The agent will take immediate action based on the established escalation matrix, in alignment with the agreed service catalog and SLAs.This role demands strong hands-on experience with monitoring systems, excellent communication skills, and a solid commitment to upholding 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 0-1 year of experience in a call center or shared services environment. Intermediate 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. Ability to work with different geographies and cultural experience sensitivity. Customer orientation and track record of strong service delivery. Strong interpersonal, partnership skills and Strong communication skills Very good English language skills (writing and speaking)