Traffic Monitoring Operator/Call Center

Traffic Monitoring Operator/Call Center

AECOM is seeking Traffic Monitoring Operator(s) based in South Florida. The pay rate is $18/hour.

The operator position involves working with multiple software platforms and web-based applications to carry out various tasks. Transportation Management Center (TMC) Operators are accountable for utilizing Advanced Traffic Management Systems (ATMS) software to monitor state roads and manage events/incidents; dispatching incident management personnel; addressing public inquiries, and facilitating effective communication, coordinating, and collaborating with other staff, Florida Department of Transportation (FDOT) personnel, and other partnering agencies.

The TMC in Miami, FL, houses a 24/7/365 program that provides incident management, dispatching, and traveler information services for Florida's roadways. AECOM's operations team works in shifts at the TMC facility, constantly monitoring and responding to changing traffic conditions and their effects on safety while maintaining direct communication with motorists, first responders, FDOT staff, and mobility stakeholders of FDOT.

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 who provide roadside services on freeways in the South Florida region 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 FDOT 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 FDOT signal personnel which is the program tasked with performing FDOT's traffic signal management services
• Update information on FDOT's traveler information website, fl511.com
• 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 program's high level of customer service expectations and training
• Dispatch and communicate with road rangers using program-directed radio and phone communication protocols
• Communicate with appropriate local agencies, authorities, and RISC wrecker companies to effectively monitor and clear traffic incidents
• Answer phone calls and provide information or assistance to motorists, FDOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate
• Answer phone calls for FDOT statewide maintenance staff outside of business hours; and dispatch the necessary personnel
• Communicate via radio/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/phone with Department personnel statewide, including FDOT Maintenance and Construction personnel, FDOT Traffic Operations management, FDOT 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

Minimum Requirements:

• High School Diploma or GED
• Must pass a state and federal criminal history/security background check
• Must also successfully complete Florida Department of Transportation fingerprint-based screening.
• Must pass a pre-employment drug screen
• Must be able to remain in a stationary position for long periods while monitoring Intelligent Transportation Systems such as CCTV camera displays, ramp meters, law enforcement radio broadcasts, answering/responding to calls, and communicating with other staff or partnering agencies.
• Ability to operate software platforms and web-based applications

Preferred Qualifications:

• Ability to work a flexible schedule:
• Previous experience working in a call center, customer service, 911 Operator, or dispatching environment
• Demonstrate ability to meet a high level of customer service expectations
• Ability to work calmly and professionally in a fast-paced, high-pressure environment
• Previous experience working in a position that 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 Florida with geographic familiarity with the freeway system and arterial roadway
• Efficient and accurate data entry skills
• Working knowledge of and skill set to utilize and operate an ATMS software platform and web-based applications