Control Centre Team Lead: Real-Time Ops & Coaching

Ritchies Transport; Upper Harbour; On-site; NZD 90,000 - 110,000; Full time

Job summary

Ritchies Transport in Albany, Auckland, is seeking a Control Centre Team Leader to guide a nine-person Controllers team and partner with the Control Centre Manager to deliver safe, reliable transport services.

You will coach, monitor performance, manage real-time disruptions, and apply data-driven approaches to raise KPIs while maintaining safety and customer focus in a fast-paced environment.

Qualifications

• Previous leadership or supervisory experience.
• Strong coaching, mentoring, and people leadership skills.
• Excellent communication skills and the ability to remain calm under pressure.
• Strong problem-solving and decision-making capability.
• High attention to detail and organisational skills.
• Demonstrated ability to analyse data and use insights to drive operational improvements.
• Experience monitoring performance metrics and translating data into actionable outcomes.
• Confidence using operational systems, reporting tools, and technology.
• Ability to prioritise competing demands in a fast-paced environment.

Responsibilities

• Support the Control Centre Manager in leading and developing a team of nine Controllers.
• Coach, mentor, and provide performance support to team members.
• Monitor operational performance and assist in managing real-time disruptions, delays, and incidents.
• Foster a positive, accountable, and customer-focused team culture.
• Coordinate effective communication between drivers, depots, and operational stakeholders.
• Support incident management and ensure safety remains at the centre of decision-making.
• Assist with onboarding, training and continuous development of team members.
• Ensure incidents, service impacts and operational issues are accurately documented and reported.
• Analyse operational performance data and identify trends, risks, and improvement opportunities.
• Utilise historical operational and service delivery data to provide insights that support business performance.
• Monitor and report on key operational KPIs, recommending actions to improve outcomes.
• Support continuous improvement initiatives through data-driven decision making.
• Use data and operational reporting to improve scheduling effectiveness, service reliability, and driver performance.

Skills

Leadership

Coaching

Communication

Problem-solving

Attention to detail

Data analysis

Performance metrics

Operational systems

Prioritisation

Tools

Excel

Power BI

Job description

Ritchies Transport in Albany, Auckland, is seeking a Control Centre Team Leader to guide a nine-person Controllers team and partner with the Control Centre Manager to deliver safe, reliable transport services.

You will coach, monitor performance, manage real-time disruptions, and apply data-driven approaches to raise KPIs while maintaining safety and customer focus in a fast-paced environment.