Traffic Monitoring Operator/Call Center - 2nd and/or 3rd Shifts available

Traffic Monitoring Operator/Call Center

AECOM is seeking Traffic Monitoring Operator(s) located in Atlanta, GA. The shift hours available for the position(s) are 2nd shift (2pm 10:30 pm) and/or 3rd shift (10pm 6:30 am). The pay rate is $20.00/hour.

The operator position uses several software platforms and web-based applications to perform tasks. Transportation Management Center (TMC) Operators are responsible for using Advanced Traffic Management Systems (ATMS) software to monitor Department roadways and manage events/incidents; dispatching incident management personnel; answering and responding to calls from the public; and communicating, coordinating, and collaborating with other staff, Georgia Department of Transportation (GDOT) personnel, and partner agencies.

The TMC in Atlanta, GA houses a 24/7/365 program that delivers incident management, dispatching, and traveler information services on Georgia's roadways. AECOM operations staff serve at the TMC facility on shifts to continuously respond to changing traffic conditions and impacts to traffic flow and safety through direct communication with motorists, first responders, GDOT staff, and mobility stakeholders of GDOT.

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

• Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras, dynamic message signs, and ramp meters located on freeway entrance ramps
• Monitor camera video and other information sources for the detection and verification of events that impact traffic flow and safety, such as motorist assists, traffic crashes, debris removal, abandoned vehicles, stalled vehicles, maintenance activity, and construction activity
• Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity
• Dispatch Highway Emergency Response Operators (HERO) patrollers, who provide roadside services on freeways in the Atlanta metro area related to traffic crashes and roadway hazard events
• Provide clear and accurate directions to the location of traffic events and an accurate description as advised by citizens, public safety partners, or GDOT personnel
• Monitor software-generated response plans to mitigate the effect on freeway traffic flow and update the response plans as necessary
• Monitor weather conditions for potential and observed effects on traffic flow, and take appropriate action to provide notifications to motorists and agencies about roadway conditions affected by weather
• Coordinate and collaborate with GDOT signal personnel and/or the SigOps program, which is the program tasked with performing GDOT's traffic signal management services
• Update information on GDOT's traveler information website, 511ga.org, and the 511ga Interactive Voice Response (IVR) system as directed
• Regularly participate in ride-alongs with a HERO patroller to maintain familiarity with HERO procedures
• Participate in technical and customer service training and certification activity as required by the program
• Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program
• Perform routine updates of asset records, equipment, and contact lists

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

• Perform communication tasks consistent with the program's high level of customer service expectations and training
• Dispatch and communicate with HERO patrollers, using program-directed radio and/or phone communication protocols
• Communicate with appropriate local agencies, authorities, and wrecker companies to effectively monitor and clear traffic incidents
• Answer phone calls and provide information or assistance to motorists, GDOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate
• Answer phone calls for GDOT statewide maintenance staff outside of business hours; make the necessary communication and dispatch necessary personnel
• Communicate via radio and/or phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required
• Communicate via radio and/or phone with Department personnel statewide, including GDOT Maintenance and Construction personnel, GDOT Traffic Operations management, GDOT management, and Federal Highway Administration staff as appropriate, to provide clear and accurate information regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions
• Perform written documentation of activity and communication in a clear, concise, and complete manner

Qualifications

Minimum requirements:

• High School Diploma or GED
• 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.
• Ability to operate software platforms and web-based applications
• Must pass a state and federal criminal history/security background check
• Must pass a pre-employment drug screen

Preferred qualifications:

• Ability to work a flexible schedule associated with the following shifts:
• 2nd Shift Hours: 2:00 pm to 10:30 pm
• 3rd Shift Hours: 10:00 am to 6:30 am
• Previous experience working in a call center, customer service, 911 Operator or dispatching environment
• Demonstrated ability to meet a high level of customer service expectations
• Ability to work in a calm manner and professional manner in a fast-paced, high-pressure environment
• Previous experience working in a position which includes heavy telephone, radio, and computer usage
• Effective oral and written communications skills for in-person, radio, and phone conversations
• Ability to interpret or understand geographic information portrayed on a map and map-based applications
• Knowledge of interstates and state routes throughout Georgia with geographic familiarity of the freeway system and arterial roads
• Efficient and accurate data entry skills
• Working knowledge of and skill set to utilize and operate an ATMS software platform and/or web-based applications

Additional Information

• Sponsorship for US Employment Authorization is not available for this position.
• Relocation benefits are not available for this position.

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.