Onsite Traffic Monitoring Operator Supervisor

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