Manager, Control Center

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 management of the communication and interaction of Controllers Coordinators and the field when the Authoritys 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 synthesizes 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 to the specific objectives goals and procedures. Communicates directives regarding service during severe weather.
• Identifies and responds to performance deviations and determines appropriate courses of actions to correct problem area including progressive disciplinary actions. Assists in response to routine union issues. Interfaces with the administrative staff in the researching and implementation of internal technological enhancements for tracking performance and absenteeism in accordance with Control Center and Authority policies and procedures.
• Assists with special and emergency services by interfacing with other departments: such as Bus and Rail Operations and the Law Department. Assist in the coordinating activities with CFD CPD RTA (Regional Transportation Authority) IDOT (Illinois Department of Transportation) CCDOT (City of Chicago Department of Transportation) OEMC (Office of Emergency Management and Communication) CTAN (Chicago Transit Alert Network) 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

Reporting to this position may include the following jobs:

Job Title

• Bus Controller
• Rail Controller
• Power Controller
• Rail Customer Service Representative/Security/Controller
• Control Center Communications Coordinator

CHALLENGES

• Ensuring that the Control Centers goals and objectives are accomplished by providing high quality transportation throughout the service area in accordance with the Authoritys standards.
• Staying abreast of changes in technology and processes in the transit industry.

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.
• Control Center experience preferred.
• Bachelors 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 computer 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.
• Stressful working conditions during emergencies.

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.