Call Center Operator

Traffic Management Center Operator-Thomaston, GA
Parsons is one of the world s largest transportation planning, engineering, and construction firms. We have an extensive portfolio of diverse transportation projects including rail and transit, road and highway, bridge and tunnel, and aviation infrastructure. Parsons expertise encompasses all phases of transportation engineering operations from the initial planning stage through final design, construction, and commissioning. Parsons has the people and power to move the world. The selected candidates will require to work second shift, 2pm till 10:30pm and rotate weekends and holidays.
Job Description:
Reporting to the shift Supervisors, TMC Operators will work as part of a team to manage incidents and monitor congestion using various tools including an Advanced Traffic Management System (ATMS- NaviGAtor). Operators will dispatch resources both directly, and in partnership, with stakeholders such as the Georgia State Patrol (GSP), local jurisdictions, GDOT employees and other first responder agencies as required.
Job Duties:
  • Liaise with emergency services and external organizations, create accurate and timely records of the event, follow standard procedures, and take the initiative to ensure the highest levels of customer service are maintained.
  • Support organizational values in delivering safer roads, sustainability and proactive traffic monitoring and incident management.
  • Provide accurate and timely information to stakeholders and the traveling public, e. g., other agencies and personnel as requested.
  • Monitor the operation of the network by analyzing information from the GIS, Police Services, traffic management systems, including CCTV, historic and predicted traffic patterns.
  • Maintain a positive image and exceptional customer service at all times.
  • Monitor congestion and incident information using various tools including ATMS and ATIS, EM radio traffic, and traffic reports from local media partners for incidents.
  • Create incident records in ATMS, notify appropriate personnel, and provide additional responses as required.
  • Receive and respond to emails or re-direct to appropriate staff as necessary.
  • High school diploma with 6 months related experience in operations or a comparable field.
  • Experience working with public contacts and telephone responsibilities preferred.
  • Ability to work and develop relationships with customers and colleagues.
  • Ability to lead and follow protocol during a crisis situation.
  • Ability to manage multiple priorities and communicate with internal agencies on status of various situations/projects.
  • Technically strong (MS Office, websites, etc.) with above average report writing skills.
  • Candidate will work towards moving to an Operator II role within 12 months of becoming a certified Operator I.
  • Must have the ability to follow written and oral instructions.
  • Must be able to work flexible work hours.
  • Must be able to manage time and task efficiently
  • Must be able to work at a computer console for extended amounts of time
  • Must have the ability to work closely with others

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