Onsite Traffic Monitoring Call Center Supervisor

Company Description

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There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM is actively seeking an experienced Traffic Monitoring Call Center Supervisor for employment in Atlanta, GA. 

Transportation Management Center (TMC) Supervisors provide support and back-up to CHAMP Dispatchers and TMC Operators to supplement the necessary functions, to address short-term needs, and to achieve optimal performance. TMC Supervisors are responsible for ensuring that business functions are met; ensuring appropriate staffing levels are being met for each shift; conducting staff performance reviews; coaching and mentoring individual staff; and communicating, coordinating, and collaborating with other CHAMP Operations staff, TMC staff, Department personnel, and partner agencies.

The routine responsibilities of this position include, but are not limited to:

• Directly oversee the operations of TMC to ensure staffing levels are appropriate for their shifts to handle traffic conditions, performance is optimal, and the quality is assured
• Ensure that the Incident Management, Traffic Management dissemination of real-time traffic information, and customer service functions are met
• Perform monthly audits on Operator incidents
• Monitor performance metrics to ensure that calls are handled accordingly, accurate information is entered in the log, the Navigator system, and RAVE
• Create and oversee shift schedule
• Ensure employee timekeeping is accurate
• Perform quarterly staff performance reviews. Conduct employee quality audits. Coach and mentor individual
• staff to achieve optimal performance
• Assist with special organized task assignments
• Serve as TMC Liaison with Department staff as it relates to traffic management of high-level emergency incidents, providing guidance in the execution of traffic management plans
• Adhere to and uphold CHAMP and TMC Operations SOPs, SOGs, and Manuals
• Responsible for ensuring that the work atmosphere promotes positive morale in the dispatch center
• Interact with trainers to identify and improve operations performance measures
• Capable of performing all TMC and Dispatch duties
• Collaborate with Emergency Operations Center (EOC) personnel, when EOC is active, to ensure TMC operations’ personnel are meeting the needs and the requirements of the emergency
• Undertake periodic re-training and performance evaluation testing
• Support emergency operations in the event of severe weather conditions
• Support special events that generate high concentrated traffic such as, but not limited to, mobile operations at sporting events, political rallies, religious gatherings, etc.
• Ensure that staff schedules are coordinated so that optimum staffing levels are maintained on a continuous basis
• Oversee training for staff on TMC Operations, SOPs, SOGs, and Manuals; and ATMS software and hardware
• Review updates to TMC Operations, SOPs, SOGs, and Manuals, and provide constructive review comments
• Be Responsible for transfer/transition of personnel between shifts and ensure ALL staff participate in daily staff briefings.
• Other ad-hoc initiatives as assigned by the Project Management Team

Qualifications

Minimum Requirements

• High School Diploma +2 or more years prior experience as a Traffic Monitoring Operator or other related experience
• Must pass a State and Federal criminal history/security check
• Must pass a pre-employment drug screen 
• Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, meters, law enforcement radio broadcasts, answering/responding to calls and communicating to other staff or partner agencies
• Constantly operate a computer and other monitoring equipment

Preferred Qualifications: