Control Tower Operator – English required

Control Tower Operator – English required

Job description

IO Solutions is looking for an English-speaking or bilingual (English and French) Control Tower Operator. Under the supervision of the Director of Workforce Planning, the Control Tower Operator will be responsible for monitoring staffing levels, ensuring compliance on the production floor, and optimizing call efficiency among production staff. Please note that this position requires working onsite from our offices in Rabat or Casablanca, Morocco.

WHAT WE OFFER

• A real opportunity to build a rewarding career through our advancement program
• We offer drop-off transportation at the end of your work shift
• Job stability and consistent work schedules
• Meet new people and positively influence the work environment
• A dynamic and welcoming work environment
• A multicultural team that makes you feel both valued and inspired

Responsibilities

• Coordinate agent attendance with Team Leaders and Operations Managers
• Monitor logged-in agents at 30-minute intervals
• Manage agents’ offline time and leaves of absence in collaboration with Team Leaders and Operations Managers
• Continuously monitor advisor activity unless engaged in another assigned task
• Reach out to agents during peak hours or outside of their regular schedules to offer additional shifts when needed
• Regularly update daily performance and attendance reports
• Maintain and update reports and trackers for ongoing training sessions
• Coordinate and track completion of Code of Conduct and Background Refreshers in collaboration with HR and Managers
• Manage and track agents’ return from leave
• Perform any other related tasks as assigned; the responsibilities of the Control Tower Operator are scalable and may be adjusted by IO Solutions to meet operational and administrative needs

Qualifications

• Perfect fluency in English required
• Knowledge of French is an asset
• Flexible and adaptable to varying work schedules
• Available to work on a flexible schedule
• Strong computer skills, particularly with Microsoft Word and Excel
• Customer service-oriented, with a strong sense of teamwork and initiative
• Ability to multitask effectively in a fast-paced environment
• Reliable and punctual, with a strong commitment to respecting work schedules

Benefits

• Competitive salary plus stability of employment
• Dynamic and challenging work environment
• Career Advancement program