Operations Center Operator

Atlanta, GA 30316

Posted: 11/01/2018 Industry: Other Area(s) Job Number: 14479 Pay Rate: 15.00

Toll Operations Center Operator

Toll Operations Center

Operations Division  - Must be flexible to work various shifts/Holidays and Weekends.  

Job Description, Responsibilities, Standards, and Qualifications

Job Description:

Under the direction of the Toll Operations Supervisor, the Toll Operations Center Operator monitors, communicates, and documents roadway and tolling system events taking place in SRTA’ s managed lanes facilities and acts based on standard guidelines and procedures. Specifically, takes prompt action on traffic incidents and traffic flow in the corridor or its vicinity, by recommending and/or changing or suspending tolls based on SRTA defined policies and procedures.  Also, reports in an accurate and timely manner tolling network/equipment or back-office issues to parties and provides troubleshooting support.  Collaborates with GDOT’ s Traffic Management Center, SRTA Customer Service Center, Operations & Facilities Management, and Tolling System Integrator, among others. 


Job Responsibilities & Performance Standards:

  1. Assists with the overall operation of the Toll Operations Center.
    1. Acts as primary operator of the Dynamic Pricing Module.
    2. Actively monitors traffic in the SRTA managed lane corridors and beyond.
    3. Actively monitors the state of the tolling system and roadside network.

  1. Manages traffic incidents and planned closures.
    1. Is aware of incidents by using provided tools and resources
    2. Communicates effectively with GDOT TMC, Law Enforcement, SRTA Staff, and other related parties using oral and/or written communication.
    3. Provides recommendations to Management regarding actions taken.
    4. Clearly documents events as required by operational procedures and guidelines

  1. Manages toll rates setting.
    1. Observes traffic and toll rates and assesses pricing performance.
    2. Recommends and/or performs overrides based on standard operating guidelines

  1. Monitors and assists in troubleshooting internal and roadside network/tolling system issues.
    1. Is aware of issues by using provided tools and resources
    2. Communicates effectively with internal and external staff the issue found, (e.g. opening HEAT tickets), and monitors until event closure.
    3. Provides recommendations to Management regarding actions taken.
    4. Clearly and concisely documents event or issue and subsequent updates as required by operational procedures and guidelines.

  1. Assists Customer Service Center.
    1. Communicates with CSC staff regarding incidents and other customer facing issues.
    2. Works together with CSC staff and Management to resolve issues and plan joint operational strategies.

  1. Solves problems and make decision relative to assigned duties.
    1. Identifies problems in a proactive manner by gathering and evaluating information.
    2. Uses sound judgment to make decisions and implement solutions.

  1. Maintains a consistent, high quality, customer focused work orientation when conducting business
    1. Report for work at time of start of scheduled shift and is prepared to stay after end of shift when required to do so under special circumstances.
    2. Ensures a clean and orderly environment that follows Control Room rules.
    3. Sets positive examples for Control Room Staff in the Control Room by conveying professional attitude, behavior, and work ethics at all times.
    4. Logs accurately and reports activities performed, following standard operating procedures.
    5. Ensures appropriate shift change communication, including shift change reports, daily debriefing reports, and other.
    6. Contributes to new staff training and development of procedural changes.
    7. Expresses ideas and facts to individuals and groups effectively.
    8. Acts as a team player.
    9. Displays high ethical conduct.
    10. Demonstrates initiative, effort, and commitment toward completing assignments with minimal supervision.
    11. Responds positively to changing conditions and unexpected obstacles and adapts to an on-call work schedule as needed.
  2. Performs Data Analysis and Reporting
    1. Interprets data, analyze results using statistical techniques and provide ongoing reports.
    2. Uses data mining techniques to discover patterns and trends in large data sets and transform it into understandable structure for further use.
    3. Writes comprehensive reports based on data and analyses findings.
    4. Conducts statistical and strategic analysis, which includes preparing monthly, quarterly, annual, and on-request reports.
    5. Writes queries and ensures that these queries perform at optimal speeds.
    6. Uses data modeling to visualize database structure.

  1. Other duties as assigned by Management

Minimum Qualifications: 
One year of experience in a high performing operations position or transportation related operation position.  Strong computer skills, including Windows, Internet, e-mail, and productivity software.  Excellent written and oral communication skills.  Ability to multi-task under tight schedules. High energy and willingness to work as a team player is required. Availability to work rotating shifts and/or weekends as needed. Applicants must possess SRTA’ s core values of Customer Focus, Integrity, Collaboration, Innovation and Diversity.


Preferred Qualifications: 
Bachelor’ s degree in any related field and one year of related work experience. Basic knowledge of tolling (policy and technology) and traffic operations concepts. Experience with traffic management and/or transportation industry. Must also be able to demonstrate a high level of proficiency in analytics and computer skills: Microsoft Office Suite (Access, Excel, Outlook, PowerPoint, Word, and Project). Ability to perform precise data analysis to anticipate trends in traffic and congestion relief. Excellent problem-solving skills. Use of traffic monitoring software, including NaviGator.

  1. Strong computer skills
    1. Windows
    2. Internet
    3. Email
    4. Productivity software
    5. Microsoft Office Suite
  2. Strong typing skills (min speed of 40 WPM)
  3. Reading comprehension (no less than 80% on the prove it test)
  4. Ability to multi-task under tight schedules
  5. Basic knowledge of tolling and traffic operations ---- a plus
  6. Analytical --- a plus
  7. Bachelor’ s degree  ---- a plus


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