Senior Operator (Real-time Network Management)

Department of Transport and Main Roads; Sunshine Coast Regional; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

36.25-hour week

Enterprise benefits

12.75% superannuation

Parental leave

LinkedIn Learning

Employee Assistance Service

Job summary

The Department of Transport and Main Roads is seeking a Traffic Management Centre operator to monitor real-time operations of Queensland's state-controlled road network, respond to incidents, and provide accurate disruption information to stakeholders.

This temporary full-time role involves liaising with service providers, processing high volumes of inquiries, and supporting staff in following standard operating procedures.

Responsibilities

• Monitor real-time operations of the state-controlled road network and respond to road operational issues providing oversight and judgement to ensure effective utilisation of all available resources in accordance with operational policies, procedures and processes.
• Ensure accurate real-time disruption information to both internal and external stakeholders including escalation of disruptions in accordance with Incident Criteria.
• Liaise promptly with stakeholders and service providers to ensure effective responses to planned and unplanned traffic incidents and associated traffic network conditions.
• Process high volumes of telephone enquiries including issue identification and clarification, prioritising of onward actions, identifying key stakeholders or service providers for referral, and recording accurate details in the Incident Management System.
• Provide support and mentoring to staff to assist with development and understanding of Standard Operation Procedures and Work Instructions.
• Assist in the preparation of reports, data collation or analysis for information and responses to complaints and ensure that proper protocols are followed in respect to privacy.

Job description

Join our Traffic Management Centre (TMC) team, who are focused on maintaining the efficiency and safety of Queensland's road network. The team performs a range of critical functions including real-time monitoring of the transportation network, identifying and addressing both expected and emergency traffic incidents and communicating important travel information to the public via a variety of methods such as Variable Message Signs, the QLDTraffic website, and the 131940 information line.

This is a temporary full-time position until 31 March 2027.

Queensland's Traffic Management Centres improve the efficiency of our road network by providing motorists with informed route choices, maximising the capacity of the road network and maximising the availability of Intelligent Transport System devices.

We also work closely with field operatives and external partners to co-ordinate effective responses to traffic disruptions and manage contract obligations with our service network operations responders.

This is a temporary full-time position until 31 March 2027.

The Role

• Monitor real-time operations of the state-controlled road network and respond to road operational issues providing oversight and judgement to ensure effective utilisation of all available resources in accordance with operational policies, procedures and processes.
• Ensure accurate real-time disruption information to both internal and external stakeholders including escalation of disruptions in accordance with Incident Criteria.
• Liaise promptly with stakeholders and service providers to ensure effective responses to planned and unplanned traffic incidents and associated traffic network conditions.
• Process high volumes of telephone enquiries including issue identification and clarification, prioritising of onward actions, identifying key stakeholders or service providers for referral, and recording accurate details in the Incident Management System.
• Provide support and mentoring to staff to assist with development and understanding of Standard Operation Procedures and Work Instructions.
• Assist in the preparation of reports, data collation or analysis for information and responses to complaints and ensure that proper protocols are followed in respect to privacy.

Mandatory Qualifications And Conditions

• This role requires the employee to be available to undertake shift work on a rotating roster seven days a week.
• Due to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.

About You

• Ability to maintain relationships with internal and external stakeholders.
• Experience working under pressure and manage multiple situations simultaneously.
• Ability to plan and organise own work and have input into operational decisionmaking.
• Effective communication including the ability to debrief staff following events on the road network.
• Ability to work as part of a cohesive and diverse team and mentor other staff.
• Highly developed computer skills and the ability to adapt to new technology and processes.

Why Join Us

• A 36.25-hour working week.
• An Enterprise Bargaining Agreement that provides regular pay increases and other benefits.
• Generous superannuation of 12.75%.
• Paid parental leave for eligible employees.
• A range of development opportunities including unlimited use of LinkedIn Learning.
• Access to an Employee Assistance Service + more.

If you are invited to an interview, please bring evidence of your right to work in Australia with you.

Any questions, please reach out to Tony Bougoure on ph: 0408 271 619.

Applications to remain current for 12 months.

Occupational group

Administration