Operations Control Centre ( OCC) Controller

NSBC Group; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

NSBC Group is seeking an experienced OCC Controller/Driver Support Team Member to manage real-time bus services, support drivers, and coordinate with depots and external agencies. The role focuses on maintaining on-time performance, safety, and strong customer communications.

The position requires experience in transport operations, excellent problem-solving skills, and the ability to multitask in a high-pressure environment.

Qualifications

• Experience in transport operations, logistics, or control centre environments.
• Strong problem-solving and decision-making skills in high-pressure situations.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritise effectively.
• Proficiency with computerised dispatch and tracking systems.
• Experience in public transport (bus/rail/ferry) operations.
• Knowledge of local road networks and transport regulations.
• Familiarity with operational systems (e.g., AVL, scheduling software).

Responsibilities

• Real-Time Service Management: monitor services, manage delivery, identify delays and adjust operations.
• Driver & Field Support: be primary contact for drivers, provide route guidance and updates.
• Communication & Coordination: liaise with depots, maintenance, external stakeholders, and provide updates.
• Customer Service Focus: ensure timely passenger information and service reliability.
• Compliance & Safety: ensure regulatory and safety standards are met, promote safety culture.
• Reporting & Administration: maintain real-time logs and prepare performance reports.

Skills

Transport operations

Problem-solving

Communication

Multitasking

Dispatch systems

Public transport ops

Road knowledge

AVL familiarity

Education

Transport/logistics/operations management qualification

Driver’s licence (preferred)

Tools

Dispatch software

AVL systems

Scheduling software

Job description

At NSBC Group, our people are at the heart of everything we do.

Since our establishment in 2002, we have grown from humble beginnings into one of Sydney's most respected and progressive transport providers. Today, we operate a fleet of more than 350 buses and coaches, with continued expansion underway as we secure major new contracts across school services, charter operations and rail replacement services.

We are also proud to operate Australia's largest fleet of electric coaches, demonstrating our commitment to innovation, sustainability and shaping the future of passenger transport.

As our business continues to grow, we are seeking an experienced The Operations Control Centre (OCC) Controller/Driver Support Team Member who is good with the management of bus services.

If you are looking for job security, flexibility, a supportive workplace culture and genuine opportunities to build a long-term career, we would love to hear from you.

Position Purpose:

The Operations Control Centre (OCC) Controller Team is responsible for the real-time monitoring, coordination, and management of bus services to ensure safe, reliable, and efficient service delivery across the business. The role proactively manages disruptions, supports drivers, and communicates with key stakeholders to maintain on-time performance and customer satisfaction.

Key Responsibilities:

1. Real-Time Service Management

• Monitor all bus services using GPS tracking, dispatch systems, and operational tools
• Manage service delivery to ensure adherence to schedules and performance targets
• Identify delays, disruptions, or incidents and implement corrective actions promptly
• Adjust services dynamically (e.g., short running, express running, vehicle swaps)
• Respond to operational incidents including breakdowns, accidents, weather events, and road closures
• Coordinate emergency response in line with company procedures
• Escalate major incidents to senior management and authorities where required
• Maintain accurate incident logs and reports

3. Driver & Field Support

• Act as the primary contact point for drivers during shifts
• Provide instructions, route guidance, and operational updates
• Support drivers with issue resolution (passenger incidents, mechanical issues, delays)
• Ensure compliance with fatigue management and safety requirements

4. Communication & Coordination

• Liaise with depots, maintenance teams, and external stakeholders (e.g., TfNSW, councils, emergency services)
• Provide timely service updates to customer information channels and internal teams
• Coordinate rail replacement or event services as required

5. Customer Service Focus

• Ensure accurate and timely dissemination of passenger information
• Support customer experience objectives and service reliability targets

6. Compliance & Safety

• Ensure all operations comply with regulatory requirements, safety standards, and company policies
• Promote a strong safety-first culture across all operational activities
• Participate in safety investigations and continuous improvement initiatives

7. Reporting & Administration

• Maintain real-time logs of service performance and disruptions
• Prepare daily operational reports and performance summaries
• Analyse trends and provide input into service planning improvements

Key Performance Indicators (KPIs)

• On-time running and service reliability metrics
• Incident response and resolution times
• Accuracy and timeliness of communication
• Compliance with safety and operational procedures

Skills & Experience :

• Experience in transport operations, logistics, or control centre environments
• Strong problem‑solving and decision‑making skills in high‑pressure situations
• Excellent communication and interpersonal skills
• Ability to multitask and prioritise effectively
• Proficiency with computerised dispatch and tracking systems
• Experience in public transport (bus/rail/ferry) operations
• Knowledge of local road networks and transport regulations
• Familiarity with operational systems (e.g., AVL, scheduling software)

Qualifications :

• Relevant qualification in transport, logistics, or operations management (desirable)
• Valid driver’s licence (preferred)
• Working With Children Check (WWCC) (Mandatory)

Personal Attributes:

• Calm and composed under pressure
• Strong situational awareness
• Decisive and proactive mindset
• Team-oriented with a collaborative approach
• Commitment to safety and customer service excellence

Working Conditions:

• 24/7 rotating roster (including nights, weekends, and public holidays)
• Office-based in a control centre environment
• High-pressure, fast-paced operational setting

Additional Requirements :

• Ability to pass background checks and medical assessments (if required)
• Participation in ongoing training and competency assessments