Senior Manager, Control Center

SALARY

$143,033.88

POSITION SUMMARY

Develops, directs, manages, coordinates and integrates the functions and activities of Control Center Bus, Rail, Power, Rail Customer Service Representative/Security Controllers, and Communication Coordinators for efficiency of departmental operations. Supervises, coordinates and directs the restoration and issuance of communication directives to assure the successful operation of planned and unplanned incidents and service disruptions. Verifies prompt contact is initiated with internal and external customers of pertinent details relating to disruptions at the onset, and during a delay. Evaluates and monitors the performance of the Controllers and Coordinators for compliance with Authority programs and policies and attainment of goals and objectives. Evaluates and monitors the performance of the Controllers, Coordinators, and bus/rail operations to assure safety procedures and guidelines are adhered to at all times.

PRIMARY RESPONSIBILITIES

* Establishes policies and procedures as well as manages and monitors measures governing the Control Center and the Authority concerning restoring/ rerouting interrupted service to normal in a logical and expeditious manner. Sets protocols for agency and city-wide emergency response such as corporate emergencies, central business district evacuation plans and airport emergency evacuation plans.

* Manages and coordinates the communication and interaction of Controllers, Coordinators and the field when the Authority's service and passenger safety are affected by bus or train delays.

* Interacts with public utility and city services as needed.

* Provides customer communication during major service delays and disruptions (such as pages, e-mails, telephone communications, radio communication, etc.).

* Synthesizes complex information and details into meaningful information to be communicated to CTA senior executive staff.

* Manages and coordinates the daily activities and responsibilities of Control Center operations, programs, projects and assignments in accordance to the specific objectives, goals and procedures. Gives directives regarding service during severe weather.

* Identifies and responds to performance deviations and determines appropriate courses of actions to correct problem area, including progressive disciplinary actions. Responds to routine union issues. Interfaces with the administrative staff in the researching and implementation of internal technological enhancements for tracking performance and absenteeism in accordance with Control Center and Authority policies and procedures.

* Plans, monitors and provides special and emergency services by interfacing with other departments: such as Bus and Rail Operations, and the Law Department. Assist in the coordinating activities with CFD, CPD, RTA (Regional Transportation Authority), IDOT (Illinois Department of Transportation), CCDOT (City of Chicago Department of Transportation), OEMC (Office of Emergency Management and Communication), CTAN (Chicago Transit Alert Network) and other city, state and federal agencies.

* Assists in planning and developing Controller training, budget and manpower needs with the administrative staff. Manages and prepares weekly schedules.

* Manages and coordinates activities with other departments and agencies for development and/or upgrades of technology affecting Control Center Operation.

* Responsible for the management of various projects as assigned (i.e., Bus Service Management Liaison).

* Hires, trains, develops, monitors, and evaluates staff. Reviews and recommends personnel actions for approval.

* Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES

Reporting to this position may include the following jobs:

Job Title

* Bus Controller

* Rail Controller

* Power Controller

* Rail Customer Service Representative/Security/Controller

* Control Center Communications Coordinator

* Manager, Control Center

CHALLENGES

* Ensuring that the Control Center's goals and objectives are accomplished by providing high quality transportation throughout the service area, in accordance with the Authority's standards.

* Maintaining adequate staffing levels and educing employee absenteeism.

* Ensuring that initial and refresher training and training for change is adequate and accomplished in a timely manner.

* Staying abreast of changes in technology and processes in the transit industry.

EDUCATION/EXPERIENCE REQUIREMENTS

* Two and a half (2.5) years of CTA experience in the Control Center as Senior Manager I or five (5) years of external control center senior management experience and/or a combination of control center and bus/rail operations senior management experience, or an equivalent combination of education and experience relating to this position.

* Bachelor's degree in Transportation or a related field preferred.

PHYSICAL REQUIREMENTS

* Requires sitting for extended periods of time, standing, visual acumen, manual dexterity, and fingering for working with computer keyboards.

* Rearranging or lifting of equipment, materials and supplies.

* Visits to various sites such as accident or other related locations affecting service operation.

* Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.

* Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES

* Detailed knowledge of Bus/Rail vehicle operations, including restoration of service, Bus/Rail garage/terminal operations, administration and vehicle maintenance as they relate to Bus/Rail operations.

* Detailed knowledgeable of pertinent rules, regulations, policies and procedures and all collective bargaining agreements governing assigned employees.

* Working knowledge of the methods and practices in interviewing employees regarding accidents, complaints, grievances and disciplinary actions.

* Strong conflict resolution and customer service skills.

* Strong verbal and written communication skills.

* Strong analytical and problem-solving skills.

* Intermediate computer skills.

* Ability to remain calm and respond quickly during emergencies or abnormal situations..

* Ability to provide effective solutions to organizational issues with integrity, initiative, and creativity.

WORKING CONDITIONS

* General office environment.

* Eight (8) hours or longer period normally spent in the Control Center.

* Required to travel to various locations throughout the system to maintain a high degree of familiarity with facilities, routes, street patterns, etc.

* Must be available to work seven days per week, 24 hours per day, including holidays. Subject to 24 hour call.

* Working hours subject to change based upon departmental requirements.

* Stressful working conditions during emergencies.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

* Standard office equipment.

* Personal computer, pager, telephone system with multiple extensions and functions, CleverCAD, SCADA, Windows 2000, IRM Paging software, QuickTrak, FileMaker Pro, Outlook, CTA radio systems, web mail, CTAN message systems, station/row camera software, MS Excel, Word and PowerPoint. Authority Standard Operating Procedures and Guideline Manuals. General Bulletins.