Control Room Officer / Operator

Monitor and track transportation operations 24/7 , including ongoing trips, vehicles, routes, and driver movements through the GPS/Tracking System and Transportation Management System (TMS) .

Continuously monitor the status and progress of all active trips and ensure that vehicles are following the assigned routes, schedules, and operational plans .

Monitor vehicle locations, trip milestones, arrival/departure times, delays, route deviations, unauthorized stops, and other exceptions .

Communicate with truck drivers on a timely basis to provide operational instructions, obtain trip updates, and ensure compliance with assigned routes and schedules.

Maintain regular and proactive communication with drivers throughout the trip and follow up immediately on any unusual movement, delay, or lack of communication.

Identify and follow up on delays, route deviations, breakdowns, accidents, unauthorized stops, missed checkpoints, and other operational incidents .

Escalate critical incidents immediately to the relevant supervisors/managers and ensure proper follow-up until the issue is resolved.

Coordinate with drivers, transport operations, fleet, customer service, and other relevant teams to resolve operational issues quickly and minimize service disruptions.

Follow up on vehicle breakdowns, roadside incidents, and emergency situations and coordinate the required support with the concerned teams.

Ensure that all operational incidents and exceptions are properly documented in the tracking/TMS system and reported to the relevant stakeholders.

Monitor driver responsiveness and maintain effective communication with drivers throughout their assigned trips.

Ensure that all required trip information and system updates are accurate, complete, and entered on time .

Prepare and submit daily, weekly, and monthly operational reports covering trip status, delays, route deviations, incidents, vehicle movements, and other relevant KPIs.

Prepare real-time incident and exception reports whenever required by management or the operations team.

Review system data and operational reports to identify recurring issues, unusual patterns, and operational gaps , and escalate them to management.

Maintain accurate records of trips, incidents, driver communications, delays, breakdowns, and corrective actions for future reference and analysis.

Ensure proper shift handover by communicating all ongoing trips, pending issues, critical incidents, and required follow-up actions to the incoming Control Room Officer.

Maintain continuous monitoring during the assigned shift and ensure that no active trip or critical incident is left without proper follow-up .

Follow all established control room procedures, escalation protocols, communication standards, and operational instructions .

Ensure confidentiality and proper handling of operational information and system data.

Support management in preparing operational summaries, performance reports, and other reports related to transportation activities.

Perform any other duties related to transportation monitoring, control room operations, and fleet coordination as assigned by management.

Bachelor’s degree or equivalent higher education.

Very Good to Excellent English communication skills – written and spoken.

Ability to communicate professionally and confidently with drivers from different nationalities and cultural backgrounds.

Good computer skills and ability to work with monitoring / transportation management systems.

Strong communication, follow-up, problem-solving, and decision-making skills.

Ability to work under pressure and handle multiple situations simultaneously.

Previous experience in transportation, fleet management, logistics, delivery operations, or any related transportation activity is preferred.

Previous experience dealing with drivers is a strong advantage.

Willingness and flexibility to work on rotational shifts .