مسؤول برج التحكم

The Control Tower Officer tracks transportation operations from start to finish, around the clock, using live tracking and operational reporting. The goal is to keep deliveries on time, meet SLAs and KPIs, and fix disruptions early. The role links fleet, dispatch, customer service, customs and the customers themselves. The officer ranks critical cases by urgency and follows each problem until it is resolved.

Key Responsibilities

1. Monitor all truck movements, trips and shipments in real time through GPS/TMS and tracking systems.
2. Track trip progress against the plan and flag delays, route deviations, long stops and missed delivery windows.
3. Follow up on all active trips with drivers, dispatchers and transport providers (own fleet and subcontracted).
4. Rank critical and time-sensitive shipments and escalate exceptions to the right teams quickly.
5. Coordinate with fleet, dispatch, customs clearance, customer service and warehouse teams to fix operational bottlenecks.
6. Log incidents such as accidents, breakdowns, cargo damage and delays. Follow up with the relevant teams until each case is closed.
7. Keep customers and internal stakeholders informed with accurate shipment status updates (ETA, POD, exceptions).
8. Prepare daily, weekly and monthly operational reports and KPI dashboards covering on-time delivery, trip turnaround, fleet utilisation and SLA compliance.
9. Keep system data accurate, including trip records, milestones, PODs and exception logs.
10. Carry out root cause analysis on repeated delays and failures, and suggest ways to fix them.
11. Monitor driver compliance with working hours, speed limits, route rules and safety requirements.
12. Help track container movement between ports, depots and customer sites, including equipment return and detention.
13. Take part in shift handovers and make sure all open cases are passed on clearly.
14. Support continuous improvement work to make operations more visible and efficient.

Job Requirements

Minimum Qualification

• Bachelor's degree in Supply Chain, Logistics, Business Administration, Industrial Engineering or a related field.

Minimum Experience

• 2–3 years in control tower, transportation operations, fleet monitoring or logistics coordination, preferably in transport, freight forwarding or shipping.

Competencies (Knowledge, Skills & Abilities)

• Practical experience with GPS tracking, fleet management or TMS platforms.
• Advanced Excel (pivot tables, VLOOKUP/XLOOKUP, dashboards). Power BI is a plus.
• Good understanding of land transportation, trip planning and KPI/SLA monitoring.
• Knowledge of container logistics, port operations and customs processes is an advantage.
• Strong analytical and problem-solving skills, including root cause analysis.
• Able to stay calm under pressure and handle several cases at once.
• Strong communication and coordination skills with drivers, internal teams and customers.
• Fluent in Arabic and English.
• Willing to work shifts, including weekends and holidays, when operations require it.
• High attention to detail and accuracy in reporting.