Supply Chain Fleet Assistant Analyst
1 week ago
Overview:
The Control Tower Supervisor - will be responsible for supervising the team performance in monitoring and escelating any fleet drivers safety viloations and report it immediately through system live monitoring, in addition to auditing on team actions taken based on the escalation matrix inline with agreed service catalog and SLAs. The role requires strong team management, ability to use monitoring system to extract frequent reports, effective communication and high safety standards.
**Responsibilities**:
**General**
- 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
- Coach, mentor and guide team members to manage their performance and development
- Responsible for team members development and create an enagement environment.
**Technical**
- Assit and provide evedince in incidents investigation related to inscope vehicles
- Manage shift rotation and agents attendance including distributing work load and activities on agents
- Populate and communicate vehicles performance reports (End of shift, daily, weekly and monthly)
- Manage fleet control tower main display and update with performance dashboards
- Train new agents on Fleet Control Tower systems and scope inaddition to coaching low performance agents
- Develop and report Fleet Control Tower performance KPIs
- Develop and report Fleet control Tower individual agents performance KPIs
- Escalate any operational issues related to the Fleet Control tower
Qualifications:
- 2-4 years of experience in a call center or shared services environement
- Team management experience
- Ability to 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
- Advacned reporting and analytics basics are required
- Commitment and compliance to high safety standards
- Service management and ticket management system experience
- Technical / Functional Skills & Knowledge of monitoring tools and Interface
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