About CDC NSW:CDC NSW is the largest private bus operator in NSW. Our reputation is built on a proven record of delivering safe, reliable and timely connections that help people get where they need to be.Our people are our greatest asset, we take pride in serving our community and our culture supports individual needs. We are a down to earth business that prioritises authenticity over corporate formalities.The Role:An exciting and career defining opportunity to be part of a high-tech Operational Customer Centre at Seven Hills as an OCC Controller. 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."This position requires regular overnight and weekend shifts. Please apply only if you are able to commit to these hours.As an OCC Controller your role will be to monitor bus service performance in a real-time environment and minimise service delays using online support systems, handle emergencies and restore service after disruptions.This is a unique opportunity to learn from and be part of a highly qualified and experienced team which thrives on performing to achieve positive outcomes.This is a Full-time role and the ability to work on a 7-day rotating roster. OCC operates across a 24/7 roster 365 days per year, therefore flexibility is also required to support work outside these hours such as public holidays, weekends and overnight.What you will do but not be limited to:
Create a positive relationship in all interactions, maintaining a professional and friendly manner and ensuring safety and efficiency as a priority.
Use a thorough knowledge of information resources and CDC NSW operating practices to resolve and record incidents and requests while escalating any unresolved issues.
Liaise with internal and external stakeholders such as; Depot Management, Mechanics, TMC, external bus companies and Transport for NSW
Successfully complete activities as required to support the provision of service delivery and comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
Effectively resolve complex enquiries through utilisation of various complex agency specific digital data storage systems.
Ensure that where needed that complex enquiries and transactions are referred to appropriate agencies to resolve these transactions.
Work within a high volume, high pressure and constantly evolving contact centre environment.
Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards.
Deliver expert specialist assistance across both basic and complex incidents.
Professionally resolve enquiries and incidents from CDC NSW drivers that present with uncooperative, disruptive or abusive behaviors whilst adhering to business compliance requirements and ensuring consistent application of policies, guidelines, procedures and legislation
Monitoring On-Time-Running (OTR) of bus fleet using PTIPS and up-to-date driver information. Maintaining KPI's as per contractual requirements with TfNSW
Using TRBOnet radio system to contact the bus fleet and responding to call back and open channel requests
Identifying and clarifying information obtained by drivers over the radio and resolving issues
Liaising with mechanical staff in relations to breakdown and faults within the fleet on the road. Organizing mechanics attending to breakdown or change over bus
Escalating major accident/incidents to relevant parties and arranging CDC representation to attend scene. Liaising with representative once on site
Facilitating transfer of passengers from services by requesting other services to assist such as replacement buses or repair services
Monitoring Regional and Special event services. Liaising with Marshals on site and drivers on passenger loadings. Dispatching services in conjunction with passenger bump in and bump out requirements
General broadcast to drivers regarding safety issues, hazards and instructions to drivers
Communicating with mechanical staff, providing details of break downs and faults within the fleet on the road, and directing them to the location when required
Liaising with depots and contacting drivers with their requests and provide instructions
Liaising with external parties with issues that affect the fleet
Answering public transport timetable information requests from drivers using PTIPS, Timetables and Transport NSW trip planning website
Reviewing documentation sent by other parties on potential service impacts
What you must have:
Ability to think in a logical thought process, remain calm in changing priorities and challenging situation and circumstances; and providing prompt and professional services to the bus drivers
Willing to work on a 7-day rotating shift pattern including night and weekend shifts plus public holidays.
Fluent in English with excellent verbal and written communication skills
Able to maintain a friendly, calm and professional manner and strict confidentiality at all times
Able to identify and rectify problems and issues in a timely manner
Comfortable dealing with people (employees and customers) from a wide diversity of culture and respect cultural differences
Previous experience in a fast-paced operational environment preferably in the transport industry
Experience with using CRM and telephony systems
Well organised with the ability to manage conflicting priorities
Willing to undergo a pre-employment medical assessment
Personal Attributes
Resilience and Courage
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
We appreciate your time taken to apply, please be advised only shortlisted candidates will be contacted.
