TMC Supervisor - Baton Rouge

Serco; Baton Rouge (LA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) matching

Tuition reimbursement

Life and disability insurance

Paid time off

Employee Assistance Plan

Job summary

Serco Inc. in Baton Rouge, LA, seeks a Traffic Management Center (TMC) Area Supervisor to lead TMC Operators, ensure staffing, and uphold SOPs during incidents.

You will coach staff, coordinate with DOTD, MAP, and ITS partners, and participate in TIM and emergency operations.

This role requires prior TMC supervisory experience and strong communication skills, with the ability to work extended hours for events.

Qualifications

• One year of TMC supervisory experience within the last four years.
• Three years of DOTD 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.

Responsibilities

• Oversee staffing levels and shift coverage for TMC operations.
• Coach and mentor staff; conduct quarterly performance reviews.
• Coordinate with Department staff, ITS personnel, MAP, and partner agencies.
• Ensure SOPs/SOGs are followed and incident management processes are upheld.
• Support the transfer/transition of personnel between shifts and coverage during events.
• Participate in Regional TIM efforts and coordinate with EOC when active.

Skills

Leadership

Communication

Problem solving

English fluency

Education

DOTD leadership training

Tools

iNet Software

Windows apps

ITS software

CCTV/DMS systems

Job description

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.

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 practice 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.

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.

• 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

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.

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.