OCC Controller

Monitoring and operating the IVMS/AVM/CCTV and other associated equipment in the Operations Control Room to take preventative and reactive action to ensure the service delivery of Mwasalat products. The overall purpose is to ensure that the network is operating effectively, efficiently and on time.

Key Responsibilities

• Monitoring and operating the IVMS/AVM/CCTV and any other technology/Systems introduced by the Company to ensure the effective monitoring of the network to achieve planned service delivery per schedule
• Operate a range of remote call monitoring, alarms and communication facilities contained within the Control Room
• Answer all incoming calls, voice requests in a prompt and efficient manner whilst delivering world class customer service and support to our drivers.
• Maintain accurate records of data recordings and events, using incident reporting software
• Contribute to the development and enhancement of the Service and Control Room working practices
• Participate in team briefings, operator working groups and the Employee Development and Performance Management Schemes to work more closely with management and other stakeholders in the development and administration of the service
• Conduct investigation of department feedback and complaints.
• Ensure service reliability of buses on the roads through effective intervention to ensure schedule adherence and general compliance monitoring.
• To assist in investigating schedule delays, accidents, and complaints
• Manage day to day dispatching and bus operations including vehicle breakdowns
• Managing right time performance & taking corrective action where necessary to ensure schedule adherence
• To help in determining need for changes in service, such as additional vehicles, route changes, and revised schedules to improve service and efficiency
• Assist and resolve emergencies and restore service after disruption.
• Assist and resolve incidents and accidents on the roads and implementing emergency response procedures.
• Assist planning department with reports, new route implementation and complaints
• Operations is a 24 x 7 x 365 Department. Your working days will typically be 5 Days from 7 as directed by your Line Manager. Please note that additional hours or working days may be required from time to time in order to support the Operation. If a Public Holiday is declared during your 5 Days you will be required to work and Company compensation leave policies will be applied.
• Any other assigned duties as requested by the AOMC.

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