Senior Operator (Real-time Network Management)

Queensland Government; Sunshine Coast Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

36.25-hour week

Paid parental leave

LinkedIn Learning access

Employee Assistance Service

Job summary

Queensland Government’s Traffic Management Centres monitor real-time operations of the state-controlled road network, delivering timely disruption information and coordinating responses to incidents.

This temporary full-time Senior Operator role requires shift work seven days a week, incident management, mentoring, and reporting, with a criminal history check prior to appointment. Applications stay open for current motorist information needs.

Qualifications

• Experience in real-time traffic management and incident response.
• Ability to manage multiple tasks under pressure.
• Strong communication skills and stakeholder liaison.
• Proficient in incident management systems and data privacy.

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.

Skills

Real-time monitoring

Stakeholder management

Communication skills

Mentoring

Data analysis

Job description

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:As a Senior Operator (Real-time Network Management) some of your responsibilities will include:- 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:To thrive in this role, you will need to demonstrate the following:- 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:We can offer you benefits such as:- 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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.