Service Controller is an integral role in SMRT Buses. Working in the Bus Operations Control Centre (BOCC), the Service Controller reports to Senior Executive, Operations Controller and Planning and together with the rest of the service controller and chief controller, he/she oversees BOCC operations to provide efficient bus services to passengers. This includes regulating the headway of the buses on the road, handling incidents and accidents cases, providing customer service to passenger by assisting in looking for lost and found as well as providing support for ad hoc and planned bridging bus services activation.
Responsibilities
- Work with Service/Chief Controller in managing the Common Fleet Management System (CFMS) and in house telematics system.
- Ensure that assigned bus services achieve respective BSRF standards (Excess Waiting Time (EWT), On Time Adherence (OTA) and First and Last Bus Performance (FLBP)
- Oversee the bus operations to ensure that all bus services are operated with no bunching and excessive early arrival
- Ensure Bus Captains adhere to scheduled timing and are dispatched according to their assigned schedule
- Ensure that lost mileage is recovered by deploying Short Recovery Trip (SRT)
- Handle any real-time incidents and accident cases that are reported by the Bus Captains
- Ensure that all events and decisions for the allocated services during the shift are recorded down.
- Provide support in ad-hoc and planned bus diversion, Bridging Bus operations, Early Closure and Late Opening and Full Sunday Closure operations
- Assist customer service team for lost and found items
Requirements
- Minimum Diploma in any field
- Prior customer service working experience would be beneficial
- Experience in the public transport network would be advantageous.
- Proficiency in Microsoft office
- First aid will be advantageous
- Great communication skills
- Problem solving skills
- Able to work in a fast-paced environment
- Stress resilient
- Able to function in a team and as an individual
- Able to commit to shift hours
