Position Description & Qualifications
Position Description & Qualifications Join Serco as a Traffic Management Center (TMC) Area Supervisor! 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. TMC Operations Area Supervisors are mission-critical and provide support and backup to TMC Operators to supplement necessary functions, to address short-term needs, and to achieve optimal performance. TMC Operations Area Supervisors are responsible for ensuring business functions are met; ensuring appropriate staffing levels are being met for each shift; coaching and mentoring individual staff; conducting staff performance reviews; and communicating, coordinating, and collaborating with other TMC staff, Intelligent Transportation System (ITS) personnel, Department personnel, Motorist Assistance Patrol (MAP), and partner agencies. Leaders of teams who work closely with DOT personnel statewide, local law enforcement, and other first responders daily, the Area Supervisor positions are the highest-profile positions in the TMC. They are the eyes and ears of detection and management of all activities being handled by the center. TMC Supervisors must, at a minimum, be trained and have experience in TMC Operations and be experienced in managing TMC Operations staff.
As a TMC Supervisor, you can expect to:
· Be capable of performing all TMC Operator duties. · Possess a working knowledge of the iNet Software, use of Windows-based applications, related systems, and use of ITS software to control and monitor field devices such as CCTV cameras, Digital Message Signs (DMSs), traffic detectors, and any other technology related to devices that may be implemented as part of the ITS infrastructure. · Directly oversee the operations of the TMC to ensure staffing levels are appropriate for their shifts to handle the traffic conditions, performance is optimal, and quality is assured. · Perform weekly/monthly audits on operator incidents. · Perform quarterly staff performance reviews. · Coach and mentor individual staff to achieve optimal performance. · Serve as TMC liaison with Department staff regarding traffic management of high-level or emergency incidents (planned and unplanned), providing guidance in execution of traffic management plans. · Adhere to and uphold TSMO Standard Operating Procedures (SOPs), Standard Operating Guidelines (SOG), and manuals. Review updates and provide constructive comments. · Be responsible for ensuring the work atmosphere promotes positive morale on the operations floor. · Interact with the training program to ensure curricula reflect current operational practices. · Ensure that Incident Management, dissemination of real-time traffic information, and customer service functions are met. · Be responsible for the efficient operation of the control room, including serving as a TMC Operator when needed. · Manage multiple control room activities such as coordination with first responders, DOTD, MAP patrols, and other agencies. · Participate in Regional Traffic Incident Management (TIM) efforts. · Collaborate with Emergency Operations Center (EOC) personnel, when the EOC is active, to ensure transportation management operations personnel are meeting the needs and requirements of the emergency. · Ensure that safety standards and quality assurance processes are followed. · Be prepared to work additional hours or shifts in support of special events such as, but not limited to, Presidential visits, political rallies, parades, sporting events, festivals, and religious gatherings. · Provide for adjusted hours for Contractor staff during events such as severe weather events, major traffic incidents, or other events causing additional workload. · Support emergency operations such as severe weather events. · Be responsible for the transfer/transition of personnel between shifts. · Ensure that all Operators participate in a formal “shift change” briefing to exchange current incident status, notification status, and other system information prior to the previous shift leaving the TMC. · Oversee the TMC Construction Closure list, ensuring the accuracy of the information provided to the Media Liaison. · Ensure all construction events contain accurate information and are entered, monitored, and closed in a timely manner. · Make decisions and delegate tasks in the TMC focusing on quick clearance of incidents and good data reporting. · Participate in training exercises, help generate reports and documentation, and maintain quality data. · Ensure high-quality customer service in the TMC. · Monitor the DOTD transportation system for all incidents or occurrences that affect traffic flow and/or present a life safety issue. · Maintain accurate records, logs, and data. · Receive and evaluate incoming calls, determine whether emergency or routine and prioritize each; determine who needs to respond to call, and relay instructions and questions. · Complete the initial and periodic re-training and performance evaluation testing programs developed by the TIM & Training Coordinator. · Perform TM operations, incident management, travel information dissemination and customer service tasks not explicitly identified that fall within the scope of the project.
To be successful in this role you will have:
· One year of TMC or similar supervisory experience within the last four years. · Three years of DOTD (or comparable agency) TMC experience. · Completed DOTD training principles, theories, and practices of leadership and management. · Excellent customer service skills: manage teams to ensure quality customer service output. · Knowledge of TIM. · Knowledge of principles, theories, and practices of emergency management. · Ability to problem solve in high pressure situations. · Ability to clearly communicate technical information in layman’s terms. · Ability to use English language writing skills necessary to perform clear and concise record keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information without spelling or grammatical errors. · Be fluent in English with the ability to receive, give, and understand written and oral instructions. · Ability to complete required training. This position is contingent upon your ability to pass a preemployment criminal history check and drug screen.
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://careers.serco-na.com/us/en/what-we-offer. 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 identity 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.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance - so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):
- Medical, dental, and vision insurance
- Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
- 401(k) plan that includes employer matching funds
- Tuition reimbursement program
- Life insurance and disability coverage
- Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
- Birth, adoption, parental leave benefits
- Employee Assistance Plan
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.
