Traffic Monitoring Operator/Call Center - 2nd shift

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description 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). The pay rate is $22.00/hour. Training hours for the position are as follows: Weeks 1–12: Monday - Friday - 8:00 AM – 4:30 PM 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 Georgia’s 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 GDOT’s traffic signal management services Update information on GDOT’s traveler information website, 511ga.org, 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 program’s 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 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. At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. 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 2025. Learn more at aecom.com. 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, you’ll 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 you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where 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.