Traffic Management Center TMC Overnight Supervisor - New Orleans

Join Serco as a Traffic Management Center (TMC) Supervisor in New Orleans LA!

Serco supports the Louisiana Department of Transportation and Development (DOTD) in their initiative to improve the operations of the TMC and improve coordination with partners in responding to incidents on the roads. We achieve this goal with an experienced and highly trained team of TMC Operators.

TMC Operations Supervisors are missioncritical and provide support and backup to TMC Operators to supplement necessary functions to address shortterm needs and to achieve optimal performance. TMC Operations Supervisors are responsible for ensuring business functions are met; ensuring appropriate staffing levels are being met for each shift; coaching and mentoring individual staff; conducting staff performance reviews; and communicating coordinating and collaborating with other TMC staff Intelligent Transportation System (ITS) personnel Department personnel Motorist Assistance Patrol (MAP) and partner agencies.

Leaders of teams who work closely with DOT personnel statewide local law enforcement and other first responders daily the Supervisor positions are the highestprofile positions in the TMC. They are the eyes and ears of detection and management of all activities being handled by the center.

TMC Supervisors must at a minimum be trained and have experience in TMC Operations and be experienced in managing TMC Operations staff.

As a TMC Supervisor you can expect to:

• Be capable of performing all TMC Operator duties.
• Possess a working knowledge of the iNet Software use of Windowsbased applications related systems and use of ITS software to control and monitor field devices such as CCTV cameras Digital Message Signs (DMSs) traffic detectors and any other technology related to devices that may be implemented as part of the ITS infrastructure.
• Directly oversee the operations of the TMC to ensure staffing levels are appropriate for their shifts to handle the traffic conditions performance is optimal and quality is assured.
• Perform weekly/monthly audits on operator incidents.
• Perform quarterly staff performance reviews.
• Coach and mentor individual staff to achieve optimal performance.
• Serve as TMC liaison with Department staff regarding traffic management of highlevel or emergency incidents (planned and unplanned) providing guidance in of traffic management plans.
• Adhere to and uphold TSMO Standard Operating Procedures (SOPs) Standard Operating Guidelines (SOG) and manuals. Review updates and provide constructive comments.
• Be responsible for ensuring the work atmosphere promotes positive morale on the operations floor.
• Interact with the training program to ensure curricula reflect current operational practices.
• Ensure that Incident Management dissemination of realtime traffic information and customer service functions are met.
• Be responsible for the efficient operation of the control room including serving as a TMC Operator when needed.
• Manage multiple control room activities such as coordination with first responders DOTD MAP patrols and other agencies.
• Participate in Regional Traffic Incident Management (TIM) efforts.
• Collaborate with Emergency Operations Center (EOC) personnel when the EOC is active to ensure transportation management operations personnel are meeting the needs and requirements of the emergency.
• Ensure that safety standards and quality assurance processes are followed.
• Be prepared to work additional hours or shifts in support of special events such as but not limited to Presidential visits political rallies parades sporting events festivals and religious gatherings.
• Provide for adjusted hours for Contractor staff during events such as severe weather events major traffic incidents or other events causing additional workload.
• Support emergency operations such as severe weather events.
• Be responsible for the transfer/transition of personnel between shifts.
• Ensure that all Operators participate in a formal shift change briefing to exchange current incident status notification status and other system information prior to the previous shift leaving the TMC.
• Oversee the TMC Construction Closure list ensuring the accuracy of the information provided to the Media Liaison.
• Ensure all construction events contain accurate information and are entered monitored and closed in a timely manner.
• Make decisions and delegate tasks in the TMC focusing on quick clearance of incidents and good data reporting.
• Participate in training exercises help generate reports and documentation and maintain quality data.
• Ensure highquality customer service in the TMC.
• Monitor the DOTD transportation system for all incidents or occurrences that affect traffic flow and/or present a life safety issue.
• Maintain accurate records logs and data.
• Receive and evaluate incoming calls determine whether emergency or routine and prioritize each; determine who needs to respond to call and relay instructions and questions.
• Complete the initial and periodic retraining and performance evaluation testing programs developed by the TIM & Training Coordinator.
• Perform TM operations incident management travel information dissemination and customer service tasks not explicitly identified that fall within the scope of the project.

To be successful in this role you will have:

• One year of TMC or similar supervisory experience within the last four years.
• Three years of DOTD (or comparable agency) TMC experience.
• Completed DOTD training principles theories and practices of leadership and management.
• Excellent customer service skills: manage teams to ensure quality customer service output.
• Knowledge of TIM.
• Knowledge of principles theories and practices of emergency management.
• Ability to problem solve in high pressure situations.
• Ability to clearly communicate technical information in laymans terms.
• Ability to use English language writing skills necessary to perform clear and concise record keeping logging of required information equipment checks data gathering and updating of manuals and contact lists that include all pertinent information without spelling or grammatical errors.
• Be fluent in English with the ability to receive give and understand written and oral instructions.
• Ability to complete required training.

This position is regarded as essential personnel and the TMC sites are open 24/7 365 days per year. This will be for the 12 hour overnight shift. It is contingent upon your ability to pass a preemployment criminal history check and drug screen.

Serco Inc. (Serco) is the Americas division of Serco Group plc. In North America Sercos 9000 employees strive to make an impact every day across 100 sites in the areas of Defense Citizen Services and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military numerous U.S. Federal civilian agencies the Intelligence Community the Canadian government state provincial and local governments and commercial clients. While your place may look a little different depending on your role we know you will find yours here. Wherever you work and whatever you do we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: If you require an accommodation with the application process please email: or call the HR Service Desk atoption 1. Please note due to EEOC/OFCCP compliance Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested this will require presentation of a governmentissued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco please email .