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SalaryThe Translink Operations Centre (TOC) serves as the central hub responsible for overseeing public transport operations across Queensland, ensuring the seamless coordination and efficiency of transportation services. With advanced technology and dedicated personnel, TOC plays a pivotal role in monitoring, managing, and optimising the performance of the public transport network to enhance the overall commuting experience for the residents of Queensland.Job details Position status Permanent
Position type Full-time
Occupational group Customer Service/Call centre
Classification AO3
Workplace Location Brisbane Inner City
Job ad reference QLD/553689/24
Closing date 05-Apr-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration
Contact person Aldrin Simon
Contact details Phone: 0457 105 503
Access theThe Translink Operations Centre (TOC) serves as the central hub responsible for overseeing public transport operations across Queensland, ensuring the seamless coordination and efficiency of transportation services. With advanced technology and dedicated personnel, TOC plays a pivotal role in monitoring, managing, and optimising the performance of the public transport network to enhance the overall commuting experience for the residents of Queensland.Some of your responsibilities will include:
- Providing accurate real-time information to both internal and external stakeholders regarding real-time network operations, delay severity with focus on identifying upcoming delays and resolution progress; network outages and escalating high and severe level disruptions to the relevant line manager.
- Engaging with stakeholders during Translink Operations Centre operating hours, providing network status information using the suite of real-time monitoring tools and systems.
- Liaising with frontline customer service staff to provide support and information as required.
- Monitoring the Passenger Transport network in real time, ensuring that notable events and disruption on the network are identified, respond to and initiate managing treatments in line with standard operating procedures.
- Escalating high and severe level disruptions to the relevant line manager in line with the disruption matrix.
- To ensure the security of the operational information housed in the operations centre, prospective candidates must undertake a successful criminal history check.
- Insightful Decision Making: Within the Translink Operations Centre, critical analysis of available information enables insightful decision-making even in highpressure situations. Demonstrating courage, staff accept responsibility for decisions and understand when to escalate issues. Composure is maintained during critical moments, with clear communication of decision rationale and collaboration to mitigate potential biases.
- Building Enduring Relationships: Effective communication within the Translink Operations Centre fosters enduring relationships with stakeholders. Information is conveyed clearly, adjusting the message to resonate with diverse audiences. Support is provided through timely, articulate, and non-technical communication. Active listening and proactive inquiry into others' needs ensuring alignment and understanding.
- Driving Accountability and Outcomes: Contribution to team objectives is paramount within the Translink Operations Centre. Staff know their role in achieving results and welcome challenges with persistence. Careful planning and organisation facilitate goal attainment, while honest reporting mechanisms track progress transparently.
- Demonstrating Sound Governance: Within the Translink Operations Centre, adherence to policy frameworks is paramount. Integrity is upheld through responsible management of processes and resources. Proactive analysis identifies risks to planned activities, ensuring accountability and alignment with key standards.
