JOB ROLE:
This position is required to manage a team of fleet controllers to perform 24x7 command center duties.
This role shall lead our command center work activities involving monitoring of all 24x7 GPS systems operation, work order management and the proper flow of system alerts, event notifications, traffic violations and reports.
Receiving incoming requests and claims from customer and directing them to coworkers and performing emergency escalation and reporting management.
Coordinating with service provider technical team to perform system inspections, hardware/software installations/emergency repairs and emergency management with an aim to achieve a 100% facility uptime for our data center operations.
Work requires strong formal conduct of operations skills, technical expertise, personal accountability, and flawless execution of work activities commensurate with a highly critical environment and associated expectations for exceptional customer satisfaction and confidence.
ESSENTIAL JOB FUNCTIONS:
Supervise and manage a team of GPS fleet controllers including setting work priorities for staff execution, shift staffing, training, personnel development, and performance reviews.
Ensures that staff are properly trained and qualified for their assigned responsibilities and associated work in a critical environment, including full implementation and strict adherence to our Command Center Policies, Standards and Processes.
Have good understanding of all associated Command Center systems.
Responsible for manning and monitoring of all Command Centre Systems including GPS Tracking System, Shipment Monitoring System, Live Data Logger Temperature Monitoring System, and Fuel Management System.
Responsible for continuously monitoring and surveilling various data sources, systems, and processes and keeping a close eye on GPS real-time information and indicators to maintain situational awareness and identify any potential issues or threats.
Facilitate effective coordination and communication among different stakeholders. Act as a central point of contact and relay information between fleet controllers, fleet planners, operation supervisors, transport managers, and other relevant parties. Ensure that all parties have access to timely and accurate information for effective decision-making and operational coordination.
Generate staffing schedules which are aligned to system violations reporting, call volume, productivity and operational objectives.
Perform routine reporting and analysis of Command Center performance and GPS tracking system performance.
Efficiently utilizes available resources to ensure continuous smooth operation of the command center.
Maintaining Command Center Infrastructure and ensuring all hardware and software components function optimally.
Responsible for ensuring the proper functioning and maintenance of the systems, equipment, hardware and software used in the center. Conduct regular checks, troubleshoot issues, and coordinate repairs or upgrades to maintain operational efficiency.
Training command center personnel, developing standard operating procedures, and documenting protocols. Ensuring that all staff members are well-trained on center operations, data analysis techniques, and emergency response procedures.
Assist and provide coaching to direct reports with day-to-day command center responsibilities, while maintaining effective relationships with our business partners
Proficient in English through all mediums of communication
Strong working knowledge computer applications and software's
Knowledge of GPS Tracking System operations and technology
Must have strong computer skills including MS Office (Word, Excel & PowerPoint)
Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available Problem-Solving Skills
Ability to remain calm under pressure.
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multitasking skills.
Must have good customer service, relationship building.
Ability to extract, manage and analyze information from different data sources and action any potential concerns.
Design and create reports to fulfill customer requirements.
Ability to work independently, in conjunction with IT and/or service providers and stakeholders.
Conduct Pro-Active Research into potential risks.
Ability to identify innovative solutions with follow up and follow through.
Flexible and adaptable to change
DMSCO (Al Dawaa Medical Services Company) is a leading medical company in Saudi Arabia with two main arms namely Al Dawaa Group of Pharmacies and DMSCO sales and marketing department. The first arm is the chain of pharmacies which exceeds 900 pharmacy distributed all over the country. Our pharmacies are the best in term of strategic location, decoration, products available, and most important the quality of professional pharmacists that we hire. Our mission is to apply the concepts of pharmaceutical care throughout our retail pharmacy outlets distributed all over the Saudi Arabia to provide the highest possible care for the community. The retail aspect of the business includes provision of the widest range of products with professional merchandising techniques. The other arm is the sales and marketing department which cover the geographical area of Saudi Arabia using 7 different offices with huge team in sales and marketing. In top of that, we act as a sole agent for some of our principals in the whole Middle East region. We have one of the largest warehouses in the medical field in Saudi Arabia. Our central warehouses are located in Dammam near to the main Dammam seaport. Our central warehouses are equipped with best technology available in the market with highly trained staff. The central warehouses supply directly all remote warehouses as well as the pharmacies.
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