Provide a safe & secure environment for the traveling public of NSW; detect offences against the Rail Safety Act 2002 and its regulations.

 

§  Act as Team Manager, provide deployments to approximately 16 team members at the start of each shift. Brief team on current situations on the network, advise of any special operations. Brief Senior Transit Officers and provide with tasking sheets which detail activities for the shift and any special duties for the day. Provide reports to senior management when required.

§  As a Senior Transit Officer manage and supervise a sub team of 4 officers.  Ensure fitness for duty and possession of necessary equipment for all officers prior to shift.

§  Mentor and assist in training new Transit Officers in a transitional team, ensure they are aware of Standard Operating Procedures and applicable laws.

§  Statistical Data analysis.

Take inbound calls from members, answer queries on cover, claims and payments within assigned KPIs

 

§  2IC to Team Leader

§  Mentor and support new staff

§  Coach staff not reaching assigned KPIs

§  Monitor incoming queues

§  Analysis of queue data and adherence to rosters

§  Met / Exceeded set KPIs on call times(3 mins per call), quality of calls and number of calls per day (60 calls per day)

 

Control inventory to ensure maximum revenue is achieved for my cruises

 

§  Manage allocated ships by communicating with staff on board ship, in  head office and travel agents in relation to passengers, supplies and special requests.

§  Allocate cabins to passengers based on passenger requirements and needs (eg disabilities, families travelling together etc).

§  Address any issues which may arise with passengers and ship prior to sailing, complaint handling.

Attend ship when in dock to aid in disembarkation and embarkation to ensure cruise sails on time and with all passengers and equipment

Training and assessing learner drivers to a standard that enabled them to pass their driving test and ensure continuous safe driving

 

§  Set up training plans and complete progressive reports on each learner driver to achieve test standard

§  Maintain up to date knowledge of all road rules and regulations

§  Adhere to ATO requirements and provide BAS reports on a quarterly basis

Answering advisers queries and assist with complicated matters pertaining to customers Superannuation, Investments, and Life insurance.

 

§  As 2IC, assist my team manager with the day to day running of the team.

§  Assist Team manager with monthly performance reviews for each team member, support and coach new team members.

§  Monitor the MTE to ensure roster adherence and incoming calls taken in a timely manner.

§  Quality monitoring to ensure call quality standards and KPIs (4 mins per call, 70-80 calls per day) are met.

§  Take escalated calls

 

Supervise staff on computer systems and train in company products

 

§  Complete relevant training programs with new and existing staff on products and systems

§  Monitor KPIs and time management

§  Recognize key areas for improvement of staff

§  Monthly performance reviews

§  Take escalated calls