Control Tower Operator – English Required

About the role

IO Solutions is seeking a bilingual (English/French) Control Tower Operator to join its workforce planning team in Morocco. Working onsite in Rabat or Casablanca, you will monitor staffing levels, ensure production floor compliance, and help optimise call efficiency for the organisation.

Key responsibilities

• Coordinate agent attendance with Team Leaders and Operations Managers.
• Monitor logged‑in agents at 30‑minute intervals and manage offline time and leaves of absence.
• Continuously track advisor activity and intervene during peak periods.
• Offer additional shifts to agents outside regular schedules when needed.
• Update daily performance and attendance reports.
• Maintain training trackers and coordinate Code of Conduct and Background Refreshers with HR.
• Manage agents’ return from leave and perform other related tasks as assigned.

Required profile

• Perfect fluency in English; French is an asset.
• Flexible and adaptable to varying work schedules.
• Strong teamwork, initiative and customer‑service orientation.
• Ability to multitask effectively in a fast‑paced environment.
• Reliability, punctuality and commitment to respecting work schedules.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Competitive salary with employment stability.
• Career advancement program.
• Drop‑off transportation after shifts.
• Dynamic, multicultural work environment.
• Opportunities to meet new people and positively influence the workplace.