Manager, Control Center

Job Title Manager, Control Center (2600004R) Salary $126,576.04 Position Summary Directs, manages, coordinates and integrates the functions and activities of Control Center Bus, Rail, Power, Rail Customer Service Representative/Security Controllers, and Communication Coordinators for efficiency of departmental operations. Supervises, coordinates and directs the restoration and issuance of communication directives to assure the successful operation of planned and unplanned incidents and service disruptions. Verifies prompt contact is initiated with internal and external customers of pertinent details relating to disruptions at the onset, and during a delay. Monitors the performance of Controllers and Coordinators for compliance with Authority programs and policies and attainment of goals and objectives. Monitors the performance of Controllers, Coordinators, and bus/rail operations to assure safety procedures and guidelines are adhered to at all times. Primary Responsibilities Directs, manages and monitors the communication and interaction of Controllers, Coordinators and the field when the Authority’s service and passenger safety are affected by bus or train delays. Interacts with public utility and city services as needed; assists with providing customer communication during major service delays and disruptions (such as pages, e‑mails, telephone communications, radio communication, etc.); also helps to synthesize complex information and details into meaningful information to be communicated to CTA senior executive staff. Manages and coordinates the daily activities and responsibilities of Control Center operations, programs, projects and assignments in accordance with the specific objectives, goals and procedures; communicates directives regarding service during severe weather. Identifies and responds to performance deviations and determines appropriate courses of action to correct problem areas, including progressive disciplinary actions; assists in response to routine union issues. Assists with special and emergency services by interfacing with other departments such as Bus and Rail Operations and the Law Department; coordinates activities with CFD, CPD, RTA, IDOT, CCDOT, OEMC, CTAN and other city, state and federal agencies. Hires, trains, develops, monitors, and evaluates staff; reviews and recommends personnel actions for approval. Performs related duties as assigned. Management Responsibilities Reports to this position may include the following jobs: Control Center Communications Coordinator. Education/Experience Requirements Minimum of three (3) years of CTA experience in Control Center, Bus Operations Management, and/or Rail Operations Management, or five (5) years of external control center experience and/or a combination of control center and bus/rail operations management experience, or an equivalent combination of education and experience relating to this position. Bachelor’s degree in Transportation or a related field preferred. Physical Requirements Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery. Rearranging or lifting of equipment, materials and supplies. Visits to various sites such as accident or other related locations affecting service operation. Service Area Requirement: Exempt (Non‑Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA. Knowledge, Skills, and Abilities Working knowledge of Bus/Rail vehicle operations, including restoration of service, Bus/Rail garage/terminal operations, administration and vehicle maintenance as they relate to Bus/Rail operations. Working knowledge of the methods and practices in interviewing employees regarding accidents, complaints, grievances and disciplinary actions. General knowledge of rules, regulations, policies and procedures, and labor relations pertaining to government agency and transportation industry. Strong conflict resolution and customer service skills. Strong verbal and written communication skills. Intermediate analytic and problem‑solving skills. Ability to remain calm and respond quickly during emergencies or abnormal situations. Ability to provide effective solutions to organizational issues with integrity, initiative, and creativity. Working Conditions General office environment. Eight (8) hours or longer period normally spent in the Control Center. Required to travel to various locations throughout the system to maintain a high degree of familiarity with facilities, routes, street patterns, etc. Must be available to work seven days per week, 24 hours per day, including holidays; subject to 24‑hour call. Working hours subject to change based upon departmental requirements. Equipment, Tools, and Materials Utilized Standard office equipment. Personal computer, pager, telephone system with multiple extensions and functions, CleverCAD, SCADA, Windows 2000, IRM Paging software, QuickTrak, FileMaker Pro, Outlook, CTA radio systems, web mail, CTAN message systems, station/row camera software, MS Excel, Word and PowerPoint. Authority Standard Operating Procedures and Guideline Manuals, General Bulletins. Equal Employment Opportunity CTA IS AN EQUAL OPPORTUNITY EMPLOYER. No employee or applicant for employment will be discriminated against because of race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, unfavorable military discharge, disability or any other status protected by federal, state, or local laws; except where a bona fide occupational qualification exists. CTA will make reasonable accommodations for the known disabilities of otherwise qualified applicants for employment as well as its employees, unless undue hardship would result. If you require an accommodation in the application or hiring process, please contact View email address on click.appcast.io prior to the submission of your application or upon notification of your actual test date. CTA will work with you to determine if an accommodation can be provided. #J-18808-Ljbffr Chicago Transit Authority