Traffic Management Center Senior Operator - Baton Rouge - Serco North America

Looking for a career where you can make a difference every day? Discover this opportunity to become a Traffic Management Center (TMC) Senior Operator in Baton Rouge, Louisiana.

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.

As part of a team who works closely with DOTD personnel statewide, local law enforcement and other first responders daily, the TMC Senior Operator exceeds the requirements for TMC Operator (as listed below), at a minimum, and demonstrates additional expertise, where Knowledge, Skills, and Abilities (KSA) are required and identified as follows.

As a TMC Senior Operator, you can expect to:

• Understand traffic management systems for arterial roads, including time-of-day, traffic responsive, and adaptive controls.
• Understand hazardous materials incident policies, procedures, and codes.
• Recognize minor TMC equipment or software problems and input maintenance ticket.
• Understand emergency management and evacuation policies/procedures.
• Interpret conflicting or ambiguous data in incident management.
• Train/mentor other operators at lower levels (both entry and full performance) and expertise to conduct on-the-job training.
• Make decisions and respond efficiently in unprecedented situations (e.g., non-standard messages, plane landing on highway, atypical hazardous material spill).
• Develop traffic management plans for special events and/or other areas of potentially chronic congestion.
• Independently troubleshoot minor problems with equipment and software.
• Resolve issues from the conflicting needs or concerns of traffic management personnel outside of the control room.
• Receive only administrative direction and guidance from the Supervisor on overall TMC priorities. He/she operates independently in selected situations requiring special expertise, without requiring supervisory direction.
• Determine the methodology to achieve the desired traffic management results and operates independently in day-to-day TMC operations.
• Serve as the "senior technical expert" on the operations floor for lower-level Operators.
• Use ATMS iNet software to control and monitor field devices such as Closed-Circuit Television (CCTV) Cameras, Digital Message Signs (DMS), ramp meters, emergency crossover gates, and any other technology related to devices that may form part of Intelligent Transportation System (ITS).
• Monitor video images for the detection and verification of incidents such as debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills.
• Use ATMS iNet software to log confirmed incidents, and construction and maintenance lane closures.
• Use Global Positioning System (GPS)-enabled software to monitor the location of MAP vehicles, directing resources to where they are needed.
• Communicate and dispatch Motorist Assistance Patrol (MAP)units via radio, landline, or phone using standard protocol to the locations of road hazards and incidents, providing clear, accurate directions to the location and an accurate description of an incident as advised by public safety entities or department personnel.
• Communicate via radio, landline or phone with law enforcement, EMS, fire department, or towing services; provide clear, accurate information regarding incidents and the response required.
• Communicate via radio, landline, or phone, with Department personnel statewide to include, Maintenance and Construction personnel, ITS, Traffic Operations Department management and Federal Highway Administration as appropriate to provide clear accurate information regarding incidents, traffic, road maintenance, construction activity and related weather conditions.
• Input repair tickets for malfunctioning ITS equipment.
• Ensure all radio communications comply with Department and Federal Communications Commission (FCC)rules and regulations adhering to radio protocol and the use of proper 10-codes. Inappropriate communications must be reported to supervisory personnel.
• Receive information from law enforcement and other agencies reporting damage to the transportation system and communicate damage information to the appropriate contact.
• Receive communication from DOTD/LSP/State Radio authorizing Amber Alerts and activate Amber Alert messages for DMS or specified region as determined by Louisiana State Police (LSP) and confirm activation to DOTD and LSP.
• Receive information (phone call) from Zetron indicating high-water level and communicate to appropriate DOTD District Staff.
• When alerts are canceled, clear messages from all activated DMS and email reports to the Special Alert Group.
• Coordinate and collaborate with ITS personnel, District Traffic Operations Engineers/Department Operations staff, with appropriate local agencies, other authorities and towing and wrecker companies to manage and clear traffic incidents.
• Support all emergency/special events operations, such as severe weather events, special events that generate high traffic volume such as mobile operations and political rallies.
• Log potential and confirmed incidents, construction, and maintenance closures using ITS software. Monitor weather conditions for potential problems affecting traffic and make the necessary communications and take appropriate actions. Update entries/information on the 511la.org website.
• Complete annual one-day ride-along with MAP units.
• Answer phones to provide information or assistance to motorists, DOTD personnel, or other agencies on traffic and road conditions, direct calls to appropriate personnel in traffic operations, ITS Section, or take appropriate action.
• Perform clear and concise recordkeeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information.
• Complete initial and periodic re-training 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:

• High School diploma.
• 1 year experience as a TMC (or similar) Operator.
• 1-2 years of customer support or equivalent experience within the last three years.
• Availability to work various shifts, weekends, and holidays.
• English language speaking and writing skills to compose clear and concise sentences without spelling or grammatical errors.
• Ability to complete required training.

This position 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, Serco’s 9,000+ 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: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 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 government-issued 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 Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.