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

AECOM is the world&rsquo;s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle &ndash; from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Onsite Traffic Monitoring Operator Supervisor

AECOM is actively seeking an experienced Traffic Monitoring Call Center Supervisor for employment in Atlanta, GA.&nbsp;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:<ul><li>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</li><li>Ensure that the Incident Management, Traffic Management dissemination of real-time traffic information, and customer service functions are met</li><li>Perform monthly audits on Operator incidents</li><li>Monitor performance metrics to ensure that calls are handled accordingly, accurate information is entered in the log, the Navigator system, and RAVE</li><li>Create and oversee shift schedule</li><li>Ensure employee timekeeping is accurate</li><li>Perform quarterly staff performance reviews. Conduct employee quality audits. Coach and mentor individual</li><li>staff to achieve optimal performance</li><li>Assist with special organized task assignments</li><li>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</li><li>Adhere to and uphold CHAMP and TMC Operations SOPs, SOGs, and Manuals</li><li>Responsible for ensuring that the work atmosphere promotes positive morale in the dispatch center</li><li>Interact with trainers to identify and improve operations performance measures</li><li>Capable of performing all TMC and Dispatch duties</li><li>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</li><li>Undertake periodic re-training and performance evaluation testing</li><li>Support emergency operations in the event of severe weather conditions</li><li>Support special events that generate high concentrated traffic such as, but not limited to, mobile operations at sporting events, political rallies, religious gatherings, etc.</li><li>Ensure that staff schedules are coordinated so that optimum staffing levels are maintained on a continuous basis</li><li>Oversee training for staff on TMC Operations, SOPs, SOGs, and Manuals; and ATMS software and hardware</li><li>Review updates to TMC Operations, SOPs, SOGs, and Manuals, and provide constructive review comments</li><li>Be Responsible for transfer/transition of personnel between shifts and ensure ALL staff participate in daily staff briefings.</li><li>Other ad-hoc initiatives as assigned by the Project Management Team</li></ul>

Onsite Traffic Monitoring Operator Supervisor

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AECOM

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