Operations Control Centre Coordinator

Kelsian Group; Canterbury-Bankstown; On-site; AUD 70,000 - 110,000; Full time

Job summary

Transit Systems NSW is seeking a capable Operations Controller to monitor bus services in real time, respond to incidents and coordinate recovery actions, ensuring safety and reliability across Sydney's bus network.

You don’t need bus industry experience; transferable skills from logistics, dispatch, emergency services or related fields are highly regarded. Training will cover PTIPS, Opal, fares and ticketing.

Qualifications

• No bus industry experience required; transferable skills in logistics, dispatch, emergency services or related fields are valuable.

Responsibilities

• Monitor real-time bus services and identify delays, disruptions, and safety risks.
• Coordinate service adjustments and recovery activities to minimise disruption.
• Provide clear, calm instructions to Bus Operators via radio, phone and digital systems.

Job description

Be at the centre of keeping Sydney moving

When a bus breaks down or a route changes at short notice, Bus Operators rely on the Operations Control Centre (OCC) for clear instructions and practical support. If you enjoy solving problems, coordinating people and staying calm when plans change, we’d like to hear from you.

About the role

Reporting to the OCC Team Leaders/Supervisors, you’ll work with Bus Operators, depot teams and other transport partners to keep Sydney’s bus services running safely and reliably. Each shift involves monitoring the network in real time, responding to incidents and helping services recover after disruptions.

What you'll be doing

• Monitor bus services in real time and identify delays, early running, service disruptions, bus bunching, diversions and emerging operational issues.
  Assess situations and prioritise actions based on safety, operational impact and customer needs.
• Coordinate service adjustments and recovery activities to help minimise disruption.
• Provide clear, calm and accurate instructions to Bus Operators using radio, telephone and digital communication systems.
• Respond to incidents, duress alarms, breakdowns, emergencies and other operational situations.
• Support frontline employees when they encounter difficult or unexpected circumstances.
  Liaise with depot teams, On-Road Coordinators, transport stakeholders and emergency services when required.
• Support service coordination during major events and significant transport disruptions.
• Maintain accurate operational logs, incident reports and service performance information.
• Use operational systems and available information to support timely decision-making.
• Recognise emerging safety and operational risks and escal arrange matters appropriately.
• Contribute ideas that improve safety, reliability, teamwork and the customer experience.

What will help you succeed

• You stay calm under pressure, notice emerging risks and know when to act, ask for more information or escalat.
• You listen carefully, give concise instructions and treat people with respect and empathy, especially during a difficult shift.
• You balance competing priorities, pay attention to detail and find practical solutions that put safety first.
• You take responsibility for your decisions, work well with others and adapt as new information comes in.
• You’re comfortable using technology, learning new systems and taking feedback on board.

Experience and training

You don’t need bus industry experience to apply. You may have developed these skills in logistics, dispatch, emergency services, aviation, rail, security, contact centres, healthcare, defence, hospitality or another environment where people rely on you to coordinate a response.

You can learn our procedures and build your knowledge of bus operations, PTIPS, Opal, fares and ticketing through training and experience. Formal qualifications in management or a related field can be helpful. We also value practical experience and transferable skills. A valid NSW driver’s licence is preferred but optional.

About Us

In partnership with the Government, Transit Systems NSW innovates, designs and delivers public transport solutions that attract customers because they are easy to use, reliable, convenient and safe. To ensure ease of use, we deliver integrated bus services and transport networks, intelligently easing road congestion and increasing a city’s sustainability and liveability.

Transit Systems NSW is part of Kelsian Group (Kelsian), Australia’s largest integrated multi-modal transport provider and tourism operator, with established bus operations in Australia, Singapore, USA, UK and the Channel Islands. Kelsian provides essential journeys for our customers by delivering safe and intelligent transport solutions designed to improve the sustainability and liveability of the communities we serve.

Kelsian has over 30 years’ experience delivering tourism and passenger transport services. The Group is a leader in sustainable public transport as the operator of Australia’s largest zero emission bus fleet and Australia’s largest electrified bus depot.

As at 31 Dec 2024, Kelsian directly employs over 12,600 people and operates over 5,800 buses, 115 vessels and 24 light rail vehicles that delivered more than 378 million customer journeys over the last year.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion.

We welcome and encourage applications from Aboriginal and Torres Strait Islanders, LGBTQIA+, people with disability and people from diverse cultural backgrounds