Control Centre Team Leader (2IC) - Albany

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

Lead the team that keeps our operation moving.

Ritchies is one of New Zealand's leading public transport providers, playing a critical role in keeping communities connected. We are looking for an experienced and people-focused Control Centre Team Leader to join our Albany-based operation and support the delivery of safe, reliable and customer-focused transport services.

This role is the second-in-charge to the Control Centre Manager and will play a key role in leading, supporting, and developing a team of nine Controllers. You will combine strong people leadership with operational expertise, helping ensure our Control Centre operates effectively while maintaining high standards of safety, service delivery, and performance.

This role is ideal for a leader who enjoys combining operational decision-making, people leadership, and data-driven performance improvement to deliver exceptional results.

About the role

As the Control Centre Team Leader, you'll support the Control Centre Manager in the day-to-day leadership, performance, and development of the team. You'll provide coaching and guidance to Controllers, oversee operational performance, and assist with managing service disruptions and incidents in a fast-paced, real-time environment.

Beyond day-to-day operations, you'll take a data-driven approach to improving performance. By analysing operational trends, service delivery data, scheduling outcomes, and driver performance metrics, you'll identify opportunities to improve efficiency, reliability, and key operational KPIs.

Key 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

What we're looking for

Essential

• 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

Desirable

• Experience analysing operational, scheduling, or workforce performance data
• Advanced Excel, Power BI, or similar reporting and analytics experience
• Experience working with KPI dashboards and performance reporting
• Experience in public transport, logistics, fleet operations, dispatch, scheduling, or a similar operational environment

Why join Ritchies?

• Play a key leadership role within a critical operational function
• Work alongside a supportive and experienced leadership team
• Opportunity to influence team performance and operational excellence
• Build your leadership career with one of New Zealand's leading transport providers
• Be part of a business that keeps communities connected every day

If you're a strong people leader who enjoys operational problem-solving and is ready to take the next step in your leadership career, we'd love to hear from you.