Operation Control Centre Team Leader - Contact Centre

ComfortDelGro Corporation (CDC) is the largest private bus operator in NSW. Our subsidiaries, QCity, Hillsbus, Hunter Valley Buses and Blue Mountains Transit, provide passenger transport services to Queanbeyan and Canberra, Sydney's North West, Hunter Valley and Blue Mountains regions. 

Our people are our most valued asset, they are the heart of our success. Operating in seven countries with over 24,300 employees and serving more than 2 million commuters daily. We are part of an international company with an impressive global footprint and a reputation for providing a safe and reliable public transport network that meets customer and community needs.

The Role:

An exciting and career defining opportunity to be part of a high-tech Operational Customer Centre at Foundry Road – Seven Hills as an OCC Team Leader has opened up and CDC welcomes the applications of all who are willing to start or make a change in their career by joining one of the largest providers of public transport in Australia.

Leads a team to deliver timely, efficient, effective bus services to ensure safe and reliable bus services. The position provides high quality information, assistance, and driver support by monitoring the nature of the inquiries across multiple channels, handling complex and sensitive matters, providing employees with feedback on individual performance and development 

This role also supports the NSW OCC Manager in the form of employee management and various financial and administrative duties when required., The Team Leader will be required to collaborate and build effective relationships with our stakeholders and implement strategies that will mitigate disruptions to our customers through effective application of intelligent transport solutions 

Key Duties and Responsibilities:

• Coach and develop frontline teams to deliver effective, efficient, and quality outcomes 
• Provide support to team members and be point of escalation, to resolve complex enquiries and incidents. 
• Proactively monitor, identify and assess disruptions, delays and incidents on public transport networks including any impacts to priority transport corridors or routes.  
• Ensure traffic and transport related unplanned incidents are responded to on a priority basis. Minimise the effect of individual incidents on such networks by determining and coordinating the appropriate computer system-based responses with field-based resources while providing up to date information to road and transport stakeholders. 
• Provide team members with timely and accurate feedback for improvements, as assessed by internal reviews and operations feedback, to ensure high quality service is provided to drivers. 
• Contribute to performance management process consistent with operational standards against key performance metrics to ensure positive team coaching and development 
• Facilitate learning and development to ensure team members are focussed on enhancing driver experience and develop professional expertise within CDC. 
• Work cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes. Collaborating with key stakeholders to maximise real time operations. 
• Ensure consistent implementation of operational activities and associated processes and procedures and support the Operation Control Centre by assisting with real-time event and management operations and undertake other roles as required. 
• Contribute new ideas and assist the Manager through monitoring, analysis, and evaluation of work volume to recommend changes as required, including the identification of opportunities to improve the efficiency of work processes, implement changes and develop and modify practices and protocols to improve employee performance. 
• Maintaining an awareness of customer needs and business issues to ensure that CDC NSW continues to meet customer and business expectation in a constantly evolving service environment. 
• Leading a team effectively with highly specialist knowledge to deliver services in a high-volume and sensitive environment, while focusing on enhancing customer experience as the highest priority 
• Assisting in instilling a courageous culture, focused on promoting ethical values, which encourages the team to speak up when faced with a complex ethical dilemma. 

Key challenges  

• Identifying ways to leverage the capacities and limitations of the wider transport environment when making sound decisions in high pressure situations.  
• Maintaining situational awareness across the transport network through the use of internal and external staff, systems, tools and proactive liaison with other transport control rooms and stakeholders such as emergency service agencies.  
• Managing congestion on the network to optimise traffic flow while continuing to manage the day-to-day activities associated with coordinating the optimal delivery of traffic, transport and incident management services to our customers.  

About you:

• Previous leadership experience in a fast-paced operational environment preferably in the transport industry 
• Excellent written and oral communication skills 
• Well versed in dispute resolution. 
• Experience with using CRM and telephony systems 
• Well organised with the ability to manage conflicting priorities 
• Degree in Business Management or similar would be well regarded 

Personal Attributes:

• Resilience and Courage 
• Act with Integrity
• Accountability 
• Interpersonal, communication and negotiating skills  
• Empathic 
• Composed under pressure 
• Influencing Capability 
• Internal and External Stakeholders collaboration 
• Ability to Manage Conflict  
• Critical thinking and Solution Focused 
• Adaptable to constantly changing priorities 

This is a full-time role with the ability to work on a rotating roster. Flexibility is required to support work outside these hours such as public holidays, weekends and overnight.  

If this seems like the perfect, career-defining opportunity for you, we encourage you to apply! Interviews will be complete as we receive applications so don't delay.