Traffic Management Center (TMC) Operator
1 day ago
Chicago
Job Description About the Skyway Built by the City of Chicago in 1958, the Chicago Skyway Toll Bridge (“Skyway”) is a 7.8-mile toll road connecting the Indiana Toll Road to the Dan Ryan Expressway on Chicago’s South Side. A key feature of the Skyway is the half-mile-long steel truss “High Bridge,” which spans the Calumet River and Calumet Harbor, an important route for industrial shipping. The bridge’s main span is 650 feet long and provides 125 feet of vertical clearance. • Our Vision: To be the best operational toll road project in the United States, recognized for delivering exceptional value to our customers, partners, and community through operational excellence and sustainable long-term performance., • Our Mission: Our mission is simple: Provide the safest, most time-efficient, convenient, and reliable highway to and through Chicago. The Traffic Management Center (TMC), formerly Control Room Operator, serves as the central point for monitoring roadway, toll plaza, traffic, and operational conditions across the Skyway. TMC Operators maintain real-time situational awareness through radio communications, surveillance systems, toll collection systems, and other operational monitoring tools in accordance with SCC policies, procedures, and applicable FCC regulations. TMC Operators receive, evaluate, document, and communicate operational information; support customers and toll operations; monitor and coordinate first-line responses to incidents, equipment or system failures, lane disruptions, severe weather, Maintenance of Traffic (MOT) activities, and other abnormal conditions; notify or dispatch appropriate SCC personnel, emergency responders, contractors, and vendors; and escalate significant events through established protocols and chains of command. TMC Operators support continuity of operations by maintaining accurate operational and incident records, monitoring changing conditions, tracking response activities, communicating significant status updates, supporting shift turnover and transfer of responsibility, and helping ensure that tolling and roadway operations remain safe, reliable, and coordinated on a continuous 24/7 basis. TMC Operators may work full-time or part-time schedules based on the staffing and operational needs of the continuous 24/7 operation, including day, evening, overnight, weekend, and holiday shifts. Part-time TMC Operators are regularly scheduled for up to 28 hours per week. Essential Functions (Duties and Responsibilities) • Maintain continuous situational awareness of roadway, toll plaza, toll lanes, traffic, facility, security, weather, construction, planned-work, and Maintenance of Traffic (MOT) conditions using SCC-approved monitoring and communication systems., • Monitor roadway cameras, electronic surveillance systems, and toll collection systems to identify incidents, congestion, queues, disabled vehicles, lane impacts, roadway hazards, security concerns, equipment or system failures, and other abnormal conditions., • Monitor active incidents through resolution and maintain appropriate camera coverage when operationally feasible, including monitoring changes in traffic conditions, roadway or lane blockage, secondary hazards, responder activity, weather conditions, operational impacts, and restoration of affected operations., • Receive incident reports, gather and verify available information, determine the location and operational impact, and initiate required monitoring, coordination, notification, escalation, and documentation procedures., • Coordinate or dispatch appropriate SCC personnel and contact law enforcement, emergency medical services, fire services, towing providers, contractors, vendors, and governmental agencies in accordance with established procedures., • Maintain communication with responding personnel and agencies and provide significant incident updates through Final All Clear, formal transfer of responsibility, or closure by authorized personnel, consistent with established incident command procedures., • Serve as a central communication point for operational information among Toll Collection, Roadway, Maintenance, IT, management, emergency responders, contractors, vendors, customers, and other authorized parties., • Monitor active MOT activities, lane restrictions, work zones, traffic conditions, queue development, and operational impacts and coordinate required status updates in accordance with established procedures., • Monitor and communicate severe-weather and emergency information, serve as the Skyway’s designated warning and communication point, and distribute required operational notifications and updates when established thresholds or conditions are reached., • Assist customers using Skyway toll lanes and authorized payment processes and provide operational support to Toll Collection, including monitoring lane status, communicating equipment or payment-system issues, and performing authorized lane-related actions., • When no Toll Collection Supervisor is on duty, receive and manage designated Toll Collector operational communications in accordance with established procedures while escalating supervisory or personnel matters through the appropriate chain of command., • Create, track, and follow up on toll-lane, system, equipment, and operational trouble reports or tickets through the applicable SCC process until resolution or formal handoff., • Maintain accurate, factual, chronological, and complete operational and incident records, including applicable communications, incidents, roadway and lane conditions, system failures, dispatches, notifications, emergency responses, actions taken, restoration activities, outstanding items, and incident-video preservation requests., • Conduct complete shift-turnover and, when necessary, formal transfer-of-command briefings covering active incidents, traffic and lane conditions, MOT activities, equipment or system outages, pending notifications, outstanding assignments, management instructions, and required follow-up., • Develop and maintain familiarity with SCC departments, operational responsibilities, procedures, communication channels, and escalation paths to appropriately process information, coordinate responses, and route operational matters; perform other duties as required. Qualifications • High school diploma or equivalent., • At least one year of experience in customer service, dispatch, transportation, tolling, security monitoring, emergency communications, public safety support, or another fast-paced operational environment., • Ability to work assigned shifts within a continuous 24/7 operation, including evenings, overnight hours, weekends, holidays, and schedule adjustments based on operational needs., • One to two years of experience in a control room, traffic management center, dispatch center, transportation or tolling operation, security operations center, emergency communications setting, or comparable operational environment., • Relevant training or experience in traffic monitoring, incident response, traffic incident management, emergency communications, hazardous-material awareness, emergency management, or Incident Command System principles. Knowledge, Skills, Abilities (KSA), and Competencies • Ability to effectively use SCC operational systems and technology, including toll collection, surveillance, communication, incident-documentation, ticketing, and other systems applicable to assigned responsibilities., • Proficiency using a Windows-based desktop computer and Microsoft 365 applications, including Excel, Word, Outlook, and Teams, with the ability to navigate multiple applications, shared files, web-based systems, enter and review data, communicate electronically, and complete routine operational documentation., • Ability and willingness to learn and adapt to new technologies, software applications, operational systems, procedures, policies, and changing business requirements., • Ability to monitor multiple radio channels while simultaneously using telephone, intercom, computer, surveillance, and other communication or monitoring systems., • Strong multitasking and organizational skills, including the ability to maintain situational awareness during multiple simultaneous events, shift priorities, and manage competing operational demands while maintaining accuracy and attention to detail., • Ability to perform effectively under pressure, remain composed during emergency or high-activity situations, assess changing conditions, exercise sound judgment, and make timely decisions within established procedures and authority., • Proficient keyboarding and data-entry skills with sufficient speed and accuracy to document incidents, communications, notifications, and operational activities in real time., • Effective verbal and written communication, listening, and information-processing skills, including the ability to receive, understand, clarify, retain, and accurately communicate operational information and instructions., • Ability to recognize, prioritize, and appropriately escalate operational, safety, security, traffic, tolling, equipment, and emergency conditions according to SCC policies and established communication protocols., • Strong teamwork and coordination skills, including the ability to work effectively with Toll Collection, Roadway, Maintenance, IT, management, emergency responders, contractors, vendors, and outside agencies., • Demonstrated dependability, integrity, professionalism, adaptability, attention to detail, and commitment to safety, including maintaining confidentiality and appropriately handling operationally sensitive information. Work Environment and Physical Demands This position primarily operates in a Traffic Management Center/control-room environment supporting continuous 24/7 operations. While performing the duties of this position, the employee is regularly required to sit for extended periods; communicate using telephone, radio, intercom, and electronic communication systems; view multiple computer and surveillance monitors; and use computers, keyboards, and other standard office and operational equipment. • The position requires the ability to maintain visual and auditory attention to multiple systems and communication channels for extended periods and to respond effectively during periods of increased operational activity or emergency conditions., • The employee may occasionally be required to stand, walk, bend, reach, or lift and carry items weighing up to 25 pounds., • Operational needs may occasionally require movement within SCC facilities or limited exposure to outdoor conditions, traffic-related environments, changing weather conditions, noise, or active operational areas., • Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Risk, Health, Safety, Environment & Quality All employees are expected to carry out their duties in alignment with SCC’s commitment to safety, stewardship, and regulatory compliance. Employees must follow established health and safety practices, immediately report hazards, and actively support a safe, secure, and environmentally responsible workplace.
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