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 actively seeking an experienced Traffic Monitoring Call Center Supervisor for employment in Atlanta, GA. 

Transportation Management Center (TMC) Supervisors provide support and back-up to CHAMP Dispatchers and TMC Operators to supplement the necessary functions, to address short-term needs, and to achieve optimal performance. TMC Supervisors are responsible for ensuring that business functions are met; ensuring appropriate staffing levels are being met for each shift; conducting staff performance reviews; coaching and mentoring individual staff; and communicating, coordinating, and collaborating with other CHAMP Operations staff, TMC staff, Department personnel, and partner agencies.

The routine responsibilities of this position include, but are not limited to:

Directly oversee the operations of TMC to ensure staffing levels are appropriate for their shifts to handle traffic conditions, performance is optimal, and the quality is assuredEnsure that the Incident Management, Traffic Management dissemination of real-time traffic information, and customer service functions are metPerform monthly audits on Operator incidentsMonitor performance metrics to ensure that calls are handled accordingly, accurate information is entered in the log, the Navigator system, and RAVECreate and oversee shift scheduleEnsure employee timekeeping is accuratePerform quarterly staff performance reviews. Conduct employee quality audits. Coach and mentor individualstaff to achieve optimal performanceAssist with special organized task assignmentsServe as TMC Liaison with Department staff as it relates to traffic management of high-level emergency incidents, providing guidance in the execution of traffic management plansAdhere to and uphold CHAMP and TMC Operations SOPs, SOGs, and ManualsResponsible for ensuring that the work atmosphere promotes positive morale in the dispatch centerInteract with trainers to identify and improve operations performance measuresCapable of performing all TMC and Dispatch dutiesCollaborate with Emergency Operations Center (EOC) personnel, when EOC is active, to ensure TMC operations’ personnel are meeting the needs and the requirements of the emergencyUndertake periodic re-training and performance evaluation testingSupport emergency operations in the event of severe weather conditionsSupport special events that generate high concentrated traffic such as, but not limited to, mobile operations at sporting events, political rallies, religious gatherings, etc.Ensure that staff schedules are coordinated so that optimum staffing levels are maintained on a continuous basisOversee training for staff on TMC Operations, SOPs, SOGs, and Manuals; and ATMS software and hardwareReview updates to TMC Operations, SOPs, SOGs, and Manuals, and provide constructive review commentsBe Responsible for transfer/transition of personnel between shifts and ensure ALL staff participate in daily staff briefings.Other ad-hoc initiatives as assigned by the Project Management Team

Qualifications

Minimum Requirements

High School Diploma +2 or more years prior experience as a Traffic Monitoring Operator or other related experienceMust pass a State and Federal criminal history/security checkMust pass a pre-employment drug screen 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 agenciesConstantly operate a computer and other monitoring equipment

Preferred Qualifications:

Demonstrate positive customer service attitude - both to co-workers (internal customers) and Customers Willingness to Demonstrate positive customer service attitude - both to co-workers (internal customers) and Customers Willingness to be on call 24/7 and respond to after-hours call outsProven ability to manage tasks in a professional mannerDemonstrated professional maturityProven ability to manage time and tasks professionallyPreferred QualificationsKnowledge of State Routes and Interstates throughout the State

Additional InformationSponsorship opportunities for US Employment Authorization are not available for this position now or in the future.Relocation Benefits are not available for this position

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 2024. 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.