Traffic Operations Center (TOC) Operations Manager

Atkins seeks an energetic, highly motivated, detail-oriented, self-starter to join our Raleigh, NC staff as a Traffic Operations Center (TOC) Operations Manager on a Full Time status.

Major Function/Role:

• Manages all Traffic Operations Center (TOC) functions including, but not limited to, traffic incident management (TIM); use of traveler information systems; tracking incident responders and monitoring incidents; use and integration of advanced traffic management/computer aided dispatch systems; tolling/express lane operations; entering data in various systems and creating reports; use of closed circuit television systems; and making key stakeholder notifications, etc.
• Work with the Statewide TIM Coordinator and others to help deliver effective statewide TIM integration into TOC operations.
• Ensure the effective integration of tolling/express lane operations into TOC operations. 
• Ensures that TOC operations run smoothly with little or no interruption.
• Directs the performance of all assigned staff including scheduling, coaching, mentoring, discipline, and other Human Resources functions.
• Provides primary input in all hiring, termination, promotion, downward movement, and other status change recommendations.
• Maintains in depth domain knowledge of all TOC functions including maintaining the ability to perform all operations floor duties as needed.
• Must be capable of overseeing and directing staff, making independent judgments in time sensitive situations of considerable importance and coordinating with client and other stakeholders outside the facility.
• Plays proactive role in ensuring that goals and deadlines are met by monitoring progress and keeping stakeholders well informed with up-to-date reports.

Job Duties:

• Functions as manager for all TOC operations staff, as well as coordinating with client, admin, management and staff; responding to inquiries and requests for information/approval and/or directing to appropriate staff, as required.
• Assigns/monitors daily activities of operations staff.
• Manages staff performance and provides timely reviews to supervised personnel.
• Conducts employee performance evaluations.
• Initiates and processes all personnel actions (e.g. hiring, termination, promotion, downward movement, and other status changes).
• Provides training and guidance as necessary to TOC Supervisors and Assistant Supervisors.
• Communicates regularly with internal project manager to provide status updates, ascertain needs and provide solution to any issues.
• Actively reviews operational activity for accuracy and appropriateness, and provides guidance and feedback to staff.
• Addresses, resolves or reassigns as appropriate all escalated issues with customers and other stakeholders.
• Coordinates with other agencies as appropriate.
• Maintains a thorough knowledge and active capability to perform all TOC operations tasks and use all tools as required.
• Oversees various programs and prepares reports as assigned by project manager or client.
• Ensures that staffing schedules provide appropriate staffing levels at all times.
• Provides coaching and mentoring to maximize performance. Supports and oversees continued staff training.
• Works nights and/or weekends in the event of emergency operations activation.
• Performs special assignments as it relates to traffic operations, traveler information, and incident management (e.g. SOPs, research, training material).
• May coordinate and attend meetings.
• Communicates regularly with client managers, project manager, shift supervisors and other stakeholders to provide status updates, ascertain needs and provide solutions to any issues.
• Works with HR staff to recruit and hire new employees.
• Supports on-floor training, coaching and mentoring for operations staff.
• Supports all review, certification and re-certification procedures and provides feedback as appropriate.
• Supports the development and maintenance of all standard operating procedures (SOPs).
• Supports ramp meter operations as required.
• May perform such other assignments as the Client may deem necessary from time to time.

Scope:

COMPLEXITY (Variety or uniqueness of tasks; relative difficulty or importance of work performed; size of unit supported, etc.):

• Work generally involves varied tasks requiring complex understanding of incident management protocols and procedures and client expectations.

DECISION-MAKING (Supervision received; independent judgment or initiative; consequence of error):

• Regularly uses independent judgment, making decisions and recommendations based on general guidelines and policies. 
• Acts independently with guidance and oversight from a remote supervisor or client.
• Frequently required to generate time sensitive response to situations of considerable importance using independent judgment.

WORK DIRECTION GIVEN TO OTHERS (Titles and number of personnel; type of direction given):

• Assigns work and supervises exempt and non-exempt personnel. May supervise and/or coordinate with other professionals and support staff. 
• Manages staffing levels to ensure adequate operational efficiency is achieved. 
• Conducts performance management and timely reviews. 
• Responsible for recruiting, evaluating and terminating exempt and non-exempt personnel.

INTERNAL CONTACTS (Required interaction/relationship with others within the organization):

• Frequent contact with other supervisors, trainer, project manager, operators/dispatchers and Human Resource staff.

EXTERNAL CONTACTS (Required interaction/relationship with others outside the organization):

• Regular and frequent contact with client project manager, client personnel and external partners and first responders.

Education & Experience:

• Bachelor's degree (required) and 4 years of relevant experience (preferred) in the field.
• Without Bachelor's degree, twelve years relevant experience (e.g., experience in a traffic operations center, supervisory experience [such as hands-on supervision, performance management, handling disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training], and/or relevant general business experience) is required.
• Must be proficient with computer skills.

Special Skills:

• Excellent oral communication and interpersonal skills required.
• Must have good command of the English language.
• Ability to perform in a professional courteous manner and remain friendly while under pressure.
• Must have an aptitude for geography and maps.

Professional Registrations: 

• TOC Basic Certification required within 6 months of accepting position.

Competencies:

• General Competencies expected of all employees are as follows: Client Service, Commitment, Communication, Innovation & Continuous Improvement, Professionalism, Quality and Teamwork. (Note that "Clients" may be internal managers and staff.)

Other:

• Must be able to work nights and/or weekends in the event of emergency operations activation.