Job Description

Posting number: 01560

Department: ENGINEERING SERVICES

Division: TRAFFIC ENGINEERING

Job classification: TRAFFIC MANAGEMENT CENTER OPERATOR

Posting type: Open

Categories: Customer Service, Dispatch

Under regular direction and in compliance with standard operating procedures and policies, monitors the City's arterial traffic signal system and real-time traffic conditions and coordinates incident response. Responds effectively and efficiently to all incidents and operational needs that occur within the City’s Traffic Management Center (TMC). 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. Identifies special events through proactive observation that may impact City traffic operations.

Examples of duties

Essential Functions Essential Functions % of Time

• Monitor Traffic Signal System: 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.

55%

• Field Calls from the Public: 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).

20%

• Monitor Incidents: 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.

15%

• Identify Special Events: 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.

10%Perform other duties as assigned.

Qualifications

Job 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.

Preferred Qualifications

• Technical experience in the areas of traffic, communications, computers, or electronics.

• Experience in a Traffic Management Center setting.

Driver's License Requirements

• Valid South Carolina Class D Driver's License.

Performance RequirementsKnowledge of:

• Devices used for effective traffic control.

• Traffic engineering principles and practices.

• City of Greenville streets and roads.

• Customer service practices.

• General office methods.

Ability to:

• Perform effectively in a fast-paced environment requiring a high-level of multi-tasking and prioritization.

• Stay calm during incidents such as traffic accidents or inclement weather.

• Maintain excellent organization and attention to detail.

• Analyze computer generated data.

• Gather and clearly present facts, both orally and written.

• Utilize a variety of communication and interpersonal skills to interact successfully with people at a number of levels inside and/or outside the organization.

• Establish and maintain effective working relationships with other City departments, the public, and key stakeholders.

• Provide excellent customer service with a positive attitude.

• Work cooperatively with others in order to achieve results.

• Read, interpret, and communicate technical information.

• Write technical narrative, statistical reports and compose emails in a clear and professional manner.

• Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

• Utilize specialized software and systems used to monitor and evaluate City traffic signal network.

Supplemental information

Working ConditionsPrimary Work Location: Office environment (Traffic Management Center). Protective Equipment Required: None. Environmental/Health and Safety Factors:
Relatively free from unpleasant environmental conditions or hazards. Physical Demands:
Constantly requires vision, hearing, talking, fine dexterity, and sitting. Frequently requires walking, and handling/grasping. Occasionally requires standing, bending, and kneeling. Rarely requires pushing/pulling, lifting, carrying, reaching, crouching and stooping, and twisting. Sedentary strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time. Mental Demands:
Frequently requires performing multiple tasks simultaneously, and working closely with others as part of a team. Occasionally requires frequent change of tasks, and emergency situation. Rarely requires time pressures, noisy/distracting environment, and irregular schedule/overtime. Americans with Disabilities Act ComplianceThe City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation. DisclaimerThe above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.