OCC Team Leader

ComfortDelGro Corporation Australia; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

CDC NSW in Sydney is seeking an OCC Controller to monitor bus service performance in real time and minimise delays using online support systems. The role is based at the Foundry Road depot and offers the chance to join one of the largest public transport providers in Australia.

As an OCC Controller you will coordinate drivers, depot staff and external parties to restore service after disruptions and to maintain safety and reliability for customers.

Qualifications

• Ability to think logically and stay calm in changing priorities and challenging situations.
• Willing to work in a varied shift pattern including alternate weekend shifts.
• Fluent English with excellent verbal and written communication skills.
• Maintain a friendly, calm and professional manner and confidentiality at all times.
• Identify and rectify problems and issues in a timely manner.
• Proficiency with computers and willingness to learn new technologies.

Responsibilities

• Monitor On-Time-Running (OTR) of the bus fleet in real time and maintain KPI targets.
• Use TRBOnet radio to contact fleet and respond to calls and open channel requests.
• Clarify information from drivers over radio and resolve issues.
• Liaise with mechanical staff regarding breakdowns and fleet faults on the road.
• Escalate major incidents and arrange CDC representation to attend scene.
• Coordinate passenger transfers and arrange replacement services as needed.
• Monitor regional and special event services and liaise with marshals and drivers.
• Despatch services with passenger load-in/out requirements.

Skills

English

Communication

Problem solving

Calm under pressure

Confidentiality

Digital literacy

Customer service

Pre-employment medical

Working with Children Check

Job description

CDC NSW is the largest private bus operator in NSW. Our reputation is built on a proven record of delivering safe, reliable and timely connections that help people get where they need to be.

Our people are our greatest asset, we take pride in serving our community and our culture supports individual needs. We are a down to earth business that prioritises authenticity over corporate formalities.

The Role:

An exciting and career defining opportunity to be part of a high-tech Operational Customer Centre at Foundry Road depot as an OCC Controller has opened up and CDC welcomes the applications of all who are willing to start or make a change in their career by joining one of the largest providers of public transport in Australia.

As an OCC Controller your role will be to monitor bus service performance in a real-time environment and minimise service delays using online support systems, handle emergencies and restore service after disruptions.

This is a unique opportunity to learn from and be part of a highly qualified and experienced team which thrives on performing to achieve positive outcomes.

What you will do but not be limited to:

• Monitoring On-Time-Running (OTR) of bus fleet using PTIPS and up-to-date driver information. Maintaining KPI’s as per contractual requirements with TfNSW
• Using TRBOnet radio system to contact the bus fleet and responding to call back and open channel requests
• Identifying and clarifying information obtained by drivers over the radio and resolving issues
• Liaising with mechanical staff in relations to breakdown and faults within the fleet on the road. Organizing mechanics attending to breakdown or change over bus
• Escalating major accident/incidents to relevant parties and arranging CDC representation to attend scene.Liaising with representative once on site
• Facilitating transfer of passengers from services by requesting other services to assist such as replacement buses or repair services
• Monitoring Regional and Special event services.Liaising with Marshals on site and drivers on passenger loadings.Despatching services in conjunction with passenger bump in and bump out requirements
• General broadcast to drivers regarding safety issues, hazards and instructionsto drivers
• Communicating with mechanical staff, providing details of break downs and faults within the fleet on the road, and directing them to the location when required
• Liaising with depots and contacting drivers with their requests and provide instructions
• Liaising with external parties with issues that affect the fleet
• Answering public transport timetable information requests from drivers using PTIPS, Timetables and Transport NSW trip planning website
• Reviewing documentation sent by other parties on potential service impacts

What you must have:

• Ability to think in a logical thought process, remain calm in changing priorities and challenging situation and circumstances; and providing prompt and professional services to the bus drivers
• Willing to work in a varied shift pattern including alternate weekend shift
• Fluent in English with excellent verbal and written communication skills
• Able to maintain a friendly, calm and professional manner and strict confidentiality at all times
• Able to identify and rectify problems and issues in a timely manner
• Comfortable dealing with people (employees and customers) from a wide diversity of culture and respect cultural differences
• Proficiency in computer skills and comfortable to learn new technologies
• Willing to undergo a pre-employment medical assessment
• Must have or willing to obtain a Working With Children Check for Paid Employment purpose.