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:

We are seeking an Operations Control Centre (OCC) Team Leader to join our high‑tech centre at Seven Hills. This is an exciting, career‑defining opportunity for someone ready to take on a leadership role in the transport industry.

In this role, you will lead an operations team responsible for delivering real‑time, safe and reliable bus services. You’ll manage complex enquiries, support drivers, and ensure timely responses to network disruptions. You will also work closely with the NSW OCC Manager on people management, reporting, and continuous improvement initiatives.

This role is highly collaborative and requires strong situational awareness, sound decision making, and the ability to remain composed under pressure.

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. 

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 

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.