Senior Manager, Control Center

Establishes policies and procedures as well as manages and monitors measures governing the Control Center and the Authority concerning restoring/ rerouting interrupted service to normal in a logical and expeditious manner. Sets protocols for agency and city-wide emergency response such as corporate emergencies central business district evacuation plans and airport emergency evacuation plans.

Manages and coordinates 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.

Provides customer communication during major service delays and disruptions (such as pages e-mails telephone communications radio communication etc.).

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. Gives 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. Responds 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.

Plans monitors and provides 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.

Assists in planning and developing Controller training budget and manpower needs with the administrative staff. Manages and prepares weekly schedules.

Manages and coordinates activities with other departments and agencies for development and/or upgrades of technology affecting Control Center Operation.

Responsible for the management of various projects as assigned (i.e. Bus Service Management Liaison).

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

Manager Control Center

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.

Maintaining adequate staffing levels and educing employee absenteeism.

Ensuring that initial and refresher training and training for change is adequate and accomplished in a timely manner.

Staying abreast of changes in technology and processes in the transit industry.

EDUCATION/EXPERIENCE REQUIREMENTS

Two and a half (2.5) years of CTA experience in the Control Center as Senior Manager I or five (5) years of external control center senior management experience and/or a combination of control center and bus/rail operations senior management experience or an equivalent combination of education and experience relating to this position.

Bachelors degree in Transportation or a related field preferred.

PHYSICAL REQUIREMENTS

Requires sitting for extended periods of time standing visual acumen manual dexterity and fingering for working with computer keyboards.

Rearranging or lifting of equipment materials and supplies.

Visits to various sites such as accident or other related locations affecting service operation.

Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.

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

Detailed 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.

Detailed knowledgeable of pertinent rules regulations policies and procedures and all collective bargaining agreements governing assigned employees.

Working knowledge of the methods and practices in interviewing employees regarding accidents complaints grievances and disciplinary actions.

Strong conflict resolution and customer service skills.

Strong verbal and written communication skills.

Strong analytical and problem-solving skills.

Intermediate computer 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.