Traffic Management Center (TMC) Operator - Baton Rouge

Position Description

Looking for a career where you can make a difference every day? Discover this opportunity to become a Traffic Management Center (TMC) Operator in Baton Rouge, Louisiana!

Serco’s TMC Operators monitor video images for the detection and verification of crashes, debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills on roadways and provide that information to DOTD personnel statewide, local law enforcement and other first responders to assist them in safely clearing and reopening.

Serco supports the Louisiana Department of Transportation and Development (DOTD) in their initiative to improve the operations of the TMC and improve coordination with partners in responding to incidents on the roads. We achieve this goal with an experienced and highly trained team of TMC Operators. The team works closely with DOTD personnel statewide, local law enforcement and other first responders daily.

As a TMC Operator, you can expect to:

• Use ATMS iNet map-based software to control and monitor field devices such as Closed-Circuit Television (CCTV) cameras, Dynamic Message Signs (DMSs), ramp meters, log potential and confirmed incidents, construction, and maintenance closures, use Global Positioning System (GPS)-enabled software to monitor the location of Motorist Assistance Patrol (MAP) vehicles, directing resources to where they are needed, and any other technology related to devices that may form part of an Intelligent Transportation System (ITS).
• Monitor video images for the detection and verification of incidents such as debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills.
• Communicate and dispatch MAP units via radio, landline, or phone using standard protocol to the locations of road hazards and incidents; provide clear, accurate directions to the location and an accurate description of an incident as advised by public safety entities, or Department personnel.
• Communicate via radio, landline, or phone with law enforcement, EMS, fire department, or towing services; provide clear, accurate information regarding incidents and the response required.
• Communicate via radio, landline, or phone, with Department personnel statewide to include Maintenance and Construction personnel, ITS, Traffic Operations Department management, and Federal Highway Administration as appropriate to provide clear, accurate information regarding incidents, traffic, road maintenance, construction activity, and related weather conditions.
• Ensure all radio communications comply with Department and Federal Communications Commission (FCC) rules and regulations adhering to radio protocol and the use of proper 10-codes.
• Receive information from law enforcement and other agencies reporting damage to the transportation system and communicate damage information to the appropriate contact.
• Receive information (phone call) from Zetron indicating high-water level and communicate to appropriate DOTD District staff.
• Coordinate and collaborate with ITS personnel, District Traffic Operations Engineers/Department Operations staff, with appropriate local agencies, other authorities and towing and wrecker companies to manage and clear traffic incidents.
• Support all emergency/special events operations, such as severe weather events, special events that generate high traffic volume such as mobile operations and political rallies.
• Monitor weather conditions for potential problems affecting traffic, make the necessary communications, and take appropriate actions. Update entries/information on the511la.org website.
• Complete annual one-day ride-along with MAP units.
• Answer phones to provide information or assistance to motorists, DOTD personnel, or other agencies on traffic and road conditions; direct calls to appropriate personnel in traffic operations, ITS Section or take appropriate action.
• Perform clear and concise recordkeeping, logging of required information, equipment checks, and data gathering.
• Complete initial and periodic re-training and performance evaluation testing programs developed by both the QA/QC & Media Liaison and the TIM & Training Coordinator.
• Perform Traffic Management (TM) operations, incident management, travel information dissemination and customer service tasks not explicitly identified that fall within the scope of the project.

Qualifications

To be successful in this role you will have:

• High School diploma or GED.
• 0–2 years of customer support or equivalent experience within the last three years.
• Availability to work various shifts, weekends, and holidays.
• English-language speaking and writing skills to compose clear and concise sentences without spelling or grammatical errors.
• Ability to use a map-based program and have directional awareness of Louisiana interstate and roadway systems.
• Ability to complete and pass the 5-week (paid) training.
• This position is contingent upon your ability to pass a preemployment criminal history check and drug screen.

If you are interested in supporting the LADOTD mission and making the roadways safer for the travelling public, submit your application now for consideration. 

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000 employees strive to make an impact every day across 100 sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.