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

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 $19.35/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.

ABOUT THE OPPORTUNITY

The TMC in Atlanta GA houses a 24/7/365 program that delivers incident management dispatching and traveler information services on Georgias 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:

TECHNICAL RESPONSIBILITIES:

• 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 GDOTs traffic signal management services
• Update information on GDOTs traveler information website 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

COMMUNICATION RESPONSIBILITIES:

• Perform communication tasks consistent with the programs 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.

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status AECOM benefits may include medical dental vision life AD&D disability benefits paid time off leaves of absences voluntary benefits perks flexible work options well-being resources employee assistance program business travel insurance service recognition awards retirement savings plan and employee stock purchase plan. 

AECOM is the global infrastructure leader committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities we solve our clients complex challenges in water environment energy transportation and buildings. Our teams partner with public- and private-sector clients to create innovative sustainable and resilient solutions throughout the project lifecycle from advisory planning design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at . 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts youll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills helping you build the career youve always envisioned. Here youll find a welcoming workplace built on respect collaboration and communitywhere you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Full-time