Operations Control Centre (OCC) Supervisor

About NSBC

At NSBC Group, our people are at the heart of everything we do.

Since our establishment in 2002, we have grown from humble beginnings into one of Sydney's most respected and progressive bus and coach transport providers. Today, we operate a fleet of more than 300 buses and coaches, with continued expansion underway as we secure major new contracts across school services, charter operations and rail replacement services.

Why Join NSBC Group?

At NSBC Group, we are committed to creating an environment where our people feel valued, supported and empowered to succeed.

What We Offer

• Above-award wages and competitive remuneration

• Additional work available through charter services, rail replacement operations and weekend shifts

• A strong safety-first culture with ongoing training and professional development

• Supportive and approachable leadership team

• Access to a confidential Employee Assistance Program (EAP) for you and your immediate family

• On-site parking at all depot locations

• End-of-school-term Driver BBQs and team appreciation events

• Stable employment with a growing organisation committed to promoting from within

The Opportunity

NSBC Group is looking for a supervisor for our OCC who will provide leadership and direction to a team to ensure the delivery of safe, reliable, and customer-focused bus services. The role oversees enquiries received through multiple channels, manages complex and sensitive matters, and supports employee performance and development through coaching and feedback. Additionally, the position supervises staff and undertaking a range of financial and administrative responsibilities.

About the role

• Coach and develop frontline teams to deliver effective, efficient, and quality outcomes.

• Provide support to team members and be the 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 the 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 focused on enhancing driver experience and developing professional expertise within NSBC Group.

• Contribute new ideas and assist the Director of Operations 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 NSBC Group continues to meet customer and business expectations 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 moral impasse.

About You

To be successful in this role, you will bring:

• Demonstrated experience working in an Operations Control Centre environment in a Coordinator, Supervisor, or similar leadership role.

• Strong operational, analytical, and commercial acumen, ideally within the public transport industry.

• Sound knowledge of incident management, emergency response procedures, and operational risk management principles.

• Proven experience leading teams, managing rosters, and delivering workforce training and on-the-job coaching.

• Excellent interpersonal, communication, negotiation, and stakeholder engagement skills, with the ability to build effective working relationships at all levels.

• The ability to manage competing priorities, coordinate projects, and thrive in a fast-paced operational environment.

• A strong commitment to customer service excellence, continuous improvement, accountability, and achieving results.

• A positive, adaptable, and reliable approach, with the ability to respond effectively to changing operational demands.

• Strong conflict resolution and problem-solving skills, with the confidence to make sound decisions under pressure.

• Demonstrated ability to collaborate effectively with both internal and external stakeholders.

Highly Desirable

• Experience using operational systems such ECM, PTIPS etc

• A proven ability to maintain accuracy, attention to detail, and sound judgement in high-pressure situations.

Build a Career with Purpose

At NSBC Group, driving is more than getting passengers from A to B. It is about creating safe journeys, supporting communities and making a positive difference in people's daily lives.

Whether you're an experienced coach captain seeking your next challenge or a professional driver looking for greater stability and flexibility, NSBC Group offers the opportunity to be part of a business that values its people and invests in their future.

We have depots in all pockets of Sydney. (Mascot, Chullora, Norther Beaches, Kemps Creek, Artarmon)

Apply Today

If you are passionate about safety, customer service and being part of an organisation that is shaping the future of passenger transport, we encourage you to submit your application.

If you're safety-focused, reliable and passionate about delivering great service, we'd love to have you on board. For further information, please visit our website: www.nsbcgroup.com.au