Operation Control Centre Team Leader

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.

 As an OCC Team Leader your role will involve leading 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 Manager in the form of employee management and various financial and administrative duties when required. 

 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.

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. 
• 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. 
• 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. 

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 
• 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!