Traffic Management Center Operator - 0826

City of Greenville•204 Halton Road (Public Safety Complex) - Greenville, SC

2d•Onsite

About The Position

Under regular direction and in compliance with standard operating procedures and policies, this role monitors the City's arterial traffic signal system and real-time traffic conditions, and coordinates incident response. The operator responds effectively and efficiently to all incidents and operational needs that occur within the City’s Traffic Management Center (TMC). This position prepares monthly summary reports of traffic operations based on the month's observations, documents trouble calls/emails from the public and responds accordingly, monitors traffic incidents and formulates solutions, and identifies special events through proactive observation that may impact City traffic operations.

Requirements

High School diploma or equivalent.
A minimum of two (2) years of experience working in a call center, 911 dispatch, commercial operations, or transit environment.
Strong computer literacy, precise data entry, map reading, and multi-tasking under high-pressure conditions.
Must have exceptional customer service skills.
Valid South Carolina Class D Driver's License.
Knowledge of devices used for effective traffic control.
Knowledge of traffic engineering principles and practices.
Knowledge of City of Greenville streets and roads.
Knowledge of customer service practices.
Knowledge of general office methods.
Ability to perform effectively in a fast-paced environment requiring a high-level of multi-tasking and prioritization.
Ability to stay calm during incidents such as traffic accidents or inclement weather.
Ability to maintain excellent organization and attention to detail.
Ability to analyze computer generated data.
Ability to gather and clearly present facts, both orally and written.
Ability to utilize a variety of communication and interpersonal skills to interact successfully with people at a number of levels inside and/or outside the organization.
Ability to establish and maintain effective working relationships with other City departments, the public, and key stakeholders.
Ability to provide excellent customer service with a positive attitude.
Ability to work cooperatively with others in order to achieve results.
Ability to read, interpret, and communicate technical information.
Ability to write technical narrative, statistical reports and compose emails in a clear and professional manner.
Ability to operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
Ability to utilize specialized software and systems used to monitor and evaluate City traffic signal network.

Nice To Haves

Technical experience in the areas of traffic, communications, computers, or electronics.
Experience in a Traffic Management Center setting.

Responsibilities

Monitor real time camera feeds from Video Wall and TMC platforms (and related software and hardware) to identify travel time anomalies (such as locations where travel time exceeds the average travel time by more than 25%) or malfunctioning devices (where the TMC map shows a traffic signal losing communication to the central server).
Perform real-time assessment of all incoming traffic data.
Engage in ongoing communication with field technicians and TMC Manager to determine the severity of traffic congestion and appropriate response.
Provide real-time status and situational awareness updates on control room activities such as significant incidents, special events, construction, etc. to the TMC Manager.
Responsible for the quality, accuracy and timeliness of all information.
As needed, reboot system in case of malfunctions and ensure servers are functional.
Perform minor computer equipment/software troubleshooting.
Prepare monthly summary reports of traffic operations to the TMC Manager.
Respond and resolve trouble calls/emails from the public.
Perform base-level investigation, document all relevant information and provide findings to TMC Engineers/Manager.
Dispatch technicians to respond accordingly to traffic hardware issues (i.e., traffic signal bulb not functioning).
Identify traffic incidents such as vehicle crashes, lane closures, or stopped vehicles impacting the traffic signal system.
Formulate operational solutions using policies, procedures and precedents.
Inform TMC Engineers/Manager of all traffic incidents, and as directed assist in deploying timing changes.
Identify special events that may impact City traffic operations by reviewing bi-weekly email received from the Greenville Convention Center (GCC) as well as proactively checking the Bon Secours Wellness Arena (BSWA) calendar.
Advise TMC Engineers/Manager of findings and provide recommendations on potentially needed timing changes.
Coordinate directly with GCC and BSWA personnel prior to and during special events as needed.
Perform other duties as assigned.