Job Title

OCC Controller ComfortDelGro Australia (CDC)We are looking for an OCC Controller to join our hightech Operational Customer Centre at Seven Hills. The role requires regular overnight and weekend shifts and a 7day rotating roster.About CDC NSWCDC NSW is the largest private bus operator in NSW, delivering safe, reliable and timely connections. Our people are our greatest asset; we take pride in serving our community with a culture that supports individual needs.ResponsibilitiesCreate 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 to support service delivery and comply with privacy requirements and legislative obligations, ensuring confidentiality, privacy and integrity of information.Effectively resolve complex enquiries through utilisation of various agency specific digital data storage systems.Ensure 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 basic and complex incidents.Resolve enquiries and incidents from CDC NSW drivers who present with uncooperative, disruptive or abusive behaviours whilst adhering to business compliance requirements and ensuring consistent application of policies, guidelines, procedures and legislation.Monitor OnTimeRunning (OTR) of bus fleet using PTIPS and uptodate driver information. Maintain KPI''s per contractual requirements with TfNSW.Use the TRBOnet radio system to contact the bus fleet and respond to call back and open channel requests.Identify and clarify information obtained by drivers over the radio and resolve issues.Liaise with mechanical staff regarding breakdowns and faults within the fleet on the road; organize mechanics attending to breakdown or changeover buses.Escalate major accidents/incidents to relevant parties and arrange CDC representation to attend scene; liaise with representative once on site.Facilitate transfer of passengers from services by requesting other services to assist (replacement buses or repair services).Monitor Regional and Special event services, liaise with Marshals on site and drivers on passenger loadings, dispatching services in conjunction with passenger bumpin and bumpout requirements.Broadcast general safety issues, hazards and instructions to drivers.Communicate with mechanical staff, providing details of breakdowns and faults within the fleet on the road and directing them to the location when required.Liaise with depots and contact drivers with their requests and provide instructions.Liaise with external parties on issues that affect the fleet.Answer public transport timetable information requests from drivers using PTIPS, timetables and Transport NSW trip planning website.Review documentation sent by other parties on potential service impacts.Qualifications & ExperienceLogical thought process, remaining calm in changing priorities and challenging situations; providing prompt and professional services to bus drivers.Willingness to work on a 7day rotating shift pattern including night and weekend shifts plus public holidays.Fluent in English with excellent verbal and written communication skills.Maintain a friendly, calm, professional manner and strict confidentiality at all times.Identify and rectify problems and issues in a timely manner.Comfortable dealing with people from a wide diversity of culture and respect cultural differences.Previous experience in a fastpaced operational environment, preferably in the transport industry.Experience with CRM and telephony systems.Wellorganised with the ability to manage conflicting priorities.Willingness to undergo a preemployment medical assessment.Personal AttributesResilience and CourageAccountabilityInterpersonal, communication and negotiating skillsEmpatheticComposed under pressureInfluencing capabilityInternal and External stakeholders collaborationAbility to manage conflictCritical thinking and solution focusedAdaptable to constantly changing prioritiesWe appreciate your time taken to apply, please be advised only shortlisted candidates will be contacted.Seniority LevelEntry levelEmployment TypeFulltimeJob FunctionAccounting/Auditing and FinanceReferrals increase your chances of interviewing at ComfortDelGro Australia (CDC) by 2x.#J-18808-Ljbffr