Control Centre Team Leader (2IC) - Albany

Lead the team that keeps our operation moving.

Ritchies is one of New Zealand's leading public transport providers, playing a critical role in keeping communities connected. We are looking for an experienced and people-focused Control Centre Team Leader to join our Albany-based operation and support the delivery of safe, reliable and customer-focused transport services.

This role is the second-in-charge to the Control Centre Manager and will play a key role in leading, supporting, and developing a team of nine Controllers. You will combine strong people leadership with operational expertise, helping ensure our Control Centre operates effectively while maintaining high standards of safety, service delivery, and performance.

This role is ideal for a leader who enjoys combining operational decision-making, people leadership, and data-driven performance improvement to deliver exceptional results.

About the role

As the Control Centre Team Leader, you'll support the Control Centre Manager in the day-to-day leadership, performance, and development of the team. You'll provide coaching and guidance to Controllers, oversee operational performance, and assist with managing service disruptions and incidents in a fast-paced, real-time environment.

Beyond day-to-day operations, you'll take a data-driven approach to improving performance. By analysing operational trends, service delivery data, scheduling outcomes, and driver performance metrics, you'll identify opportunities to improve efficiency, reliability, and key operational KPIs.

Key responsibilities

Support the Control Centre Manager in leading and developing a team of nine Controllers

Coach, mentor, and provide performance support to team members

Monitor operational performance and assist in managing real-time disruptions, delays, and incidents

Foster a positive, accountable, and customer-focused team culture

Coordinate effective communication between drivers, depots, and operational stakeholders

Support incident management and ensure safety remains at the centre of decision-making

Assist with onboarding, training and continuous development of team members

Ensure incidents, service impacts and operational issues are accurately documented and reported

Analyse operational performance data and identify trends, risks, and improvement opportunities

Utilise historical operational and service delivery data to provide insights that support business performance

Monitor and report on key operational KPIs, recommending actions to improve outcomes

Support continuous improvement initiatives through data-driven decision making

Use data and operational reporting to improve scheduling effectiveness, service reliability, and driver performance

What we're looking for

Essential

Previous leadership or supervisory experience

Strong coaching, mentoring, and people leadership skills

Excellent communication skills and the ability to remain calm under pressure

Strong problem-solving and decision-making capability

High attention to detail and organisational skills

Demonstrated ability to analyse data and use insights to drive operational improvements

Experience monitoring performance metrics and translating data into actionable outcomes

Confidence using operational systems, reporting tools, and technology

Ability to prioritise competing demands in a fast-paced environment

Desirable

Experience analysing operational, scheduling, or workforce performance data

Advanced Excel, Power BI, or similar reporting and analytics experience

Experience working with KPI dashboards and performance reporting

Experience in public transport, logistics, fleet operations, dispatch, scheduling, or a similar operational environment

Why join Ritchies?

Play a key leadership role within a critical operational function

Work alongside a supportive and experienced leadership team

Opportunity to influence team performance and operational excellence

Build your leadership career with one of New Zealand's leading transport providers

* Be part of a business that keeps communities connected every day

If you're a strong people leader who enjoys operational problem-solving and is ready to take the next step in your leadership career, we'd love to hear from you.

Apply today and help keep New Zealand moving.