Service Controller, Bus Operations Control Centre

SMRT Corporation Ltd; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

SMRT Buses Ltd., a subsidiary of SMRT Corporation, seeks a Service Controller to join the Bus Operations Control Centre (BOCC). You will oversee operations to optimize headways, handle incidents, and assist in by-stander and bridging bus services activations, reporting to the Senior Executive, Operations Controller and Planning.

The role emphasizes accuracy in recording events, supporting customer service for lost and found, and coordinating with the team to ensure punctual service while

Qualifications

• Minimum Diploma in any field.
• Prior customer service experience would be beneficial.
• Experience in the public transport network would be advantageous.
• Candidates must be willing to work at Jurong West area.

Responsibilities

• Operate CFMS and telematics systems in real time to support BOCC.
• Maintain bus headways and prevent bunching or early arrivals.
• Ensure Bus Captains follow the scheduled timing.
• Deploy Short Recovery Trip to recover lost mileage.
• Assist Bus Captains with real time incidents and diversions.
• Record all events and decisions for allocated services during shifts.
• Support ad-hoc and planned bridging bus operations and closures.
• Assist customer service with lost and found items.

Skills

Microsoft Office

First aid

Bilingual helpful

Education

Diploma (any field)

Tools

CFMS

Telematics system

Job description

Job Purpose

Service Controller is an integral role in SMRT Buses. Working in the Bus Operations Control Centre (BOCC), the Service Controller reports to Senior Executive, Operations Controller and Planning and together with the rest of the service controller and chief controller, he/she oversees BOCC operations to provide efficient bus services to passengers. This includes regulating the headway of the buses on the road, handling incidents and accidents cases, providing customer service to passenger by assisting in looking for lost and found as well as providing support for ad hoc and planned bridging bus services activation.

Responsibilities

• Work with Service/Chief Controller in managing the Common Fleet Management System (CFMS) and in house telematics system.
• Ensure bus services achieve standards and operate with no bunching and excessive early arrival
• Ensure Bus Captains adhere to scheduled timing
• Ensure that lost mileage is recovered by deploying Short Recovery Trip (SRT)
• Assist Bus Captains in handling real time incidents.
• Ensure that all events and decisions for the allocated services during the shift are recorded down.
• Provide support in ad-hoc and planned bus diversion, Bridging Bus operations, Early Closure and Late Opening and Full Sunday Closure operations
• Assist customer service team for lost and found items

Qualifications & Work Experience

• Minimum Diploma in any field
• Prior customer service working experience would be beneficial
• Experience in the public transport network would be advantageous.
• Candidates must be willing to work at Jurong West area.

Skills

Technical skills include

• Microsoft office
• First aid will be advantageous

Generic skills include

• Great communication skills
• Problem solving skills
• Able to work in a fast-paced environment
• Stress resilient
• Able to function in a team and as an individual
• Candidates who are bilingual will be advantageous
• Able to commit to shift hours

SMRT Buses Ltd, a subsidiary of SMRT Corporation, is one of Singapore’s major public bus operators. Anchored on our core competencies in operations, maintenance and training bus professionals, we operate bus services and manage bus depots and interchanges.

As the second largest public bus service operator in Singapore, we strive to deliver the best-in-class commuter experience by valuing commuters as our operational focus, developing our people as a key differentiator and innovating as an enabling strategy.

We have set our core values to be Integrity, Service & Safety and Excellence. SMRT is committed to provide safe, reliable and comfortable service for our commuters.