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, 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 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 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 documented and reported correctly following strict methodologies. • Accountable for designing, creating & maintaining all kind 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 his 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 or shared services environment. • Team management experience. • Ability to work on different ticketing systems and apps. • SQL, Power BI & Query knowledge is a plus. • Multi-tasking skills and ability to manage time effectively. • Commitment and compliance to high safety standards. • Service management and ticket management system experience. • Technical / Functional Skills & Knowledge of monitoring tools and Interface.