Call center operator Jobs in USA

Job Description

AECOM is seeking Onsite Traffic Monitoring Operator(s) located in Fairfax, VA. The 12-hour shifts for the position(s) are 1st Shift (6:00 am to 6:30 pm), 2nd Shift (6:00 pm – 6:30 am). Must be flexible with all shifts. Shifts will be assigned after training is completed. The pay rate is $27.00/hour.

The operator position uses several software platforms and web-based applications to perform tasks. Transportation Operations Center (TOC) Operators are responsible for using Advanced Traffic Management Systems (ATMS) software to monitor Department roadways and manage events/incidents; dispatching incident management personnel through 2-way radios and communicating, coordinating, and collaborating with other staff, Virginia Department of Transportation (VDOT) personnel, and partner agencies.

ABOUT THE OPPORTUNITY

The TOC in Fairfax, VA houses a 24/7/365 program that delivers incident management, dispatching, and traveler information services on Virginia’s roadways. AECOM operations staff serve at the TOC facility on shifts to continuously respond to changing traffic conditions and impacts to traffic flow and safety through direct communication with first responders, VDOT staff, Virginia State Police (VSP) and mobility stakeholders of VDOT.

The routine responsibilities of this position include, but are not limited to:

TECHNICAL RESPONSIBILITIES:

• Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as closed-circuit television (CCTV) cameras and dynamic message signs (DMS) for travel time, crash or work zone awareness messages for the traveling public
• Monitor camera video and other information sources for the detection and verification of events that impact traffic flow and safety, such as motorist assists, traffic crashes, debris removal, abandoned vehicles, stalled vehicles, maintenance activity, and construction activity
• Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity
• Dispatch Safety Service patrollers, who provide roadside services on freeways in the Norther Virginia area related to traffic crashes and roadway hazard events using two-way radio systems
• Provide clear and accurate directions to the location of traffic events and an accurate description as advised by citizens, public safety partners, or VDOT personnel

COMMUNICATION RESPONSIBILITIES:

• Perform communication tasks consistent with the program’s high level of customer service expectations and training
• Dispatch and communicate with SSP patrollers, using program-directed radio and/or phone communication protocols
• Communicate with appropriate local agencies, authorities, and wrecker companies to effectively monitor and clear traffic incidents
• Answer phone calls and provide information to VDOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate

Qualifications

MINIMUM REQUIREMENTS:

• High School Diploma or GED equivalent.
• Be a minimum of 18 years of age.
• Must be able to be flexible with all shifts - 1st Shift (6:00 am to 6:30 pm), 2nd Shift (6:00 pm – 6:30 am). Shifts will be assigned after training is completed.
• Must pass a State and Federal criminal history/security background check; must also successfully complete Virginia Department of Transportation fingerprint -based criminal History Records Check (CHRC).
• Must pass a pre-employment drug screen and successfully participate in the program’s mandatory random drug screening process.
• Constantly operating a computer and other monitoring equipment while sitting or standing at a desk the entire shift.
• Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, meters, law enforcement radio broadcasts, answering/responding to calls and communicating to other staff or partner agencies.
• Ability to operate software platforms and web-based applications.

PREFERRED QUALIFICATIONS:

• Ability to work a flexible schedule associated with the needs of the operations.
• Previous experience working in a call center, customer service, 911 Operator or dispatching environment.
• Demonstrated ability to meet a high level of customer service expectations.
• Ability to work in a calm manner and professional manner in a fast-paced, high-pressure environment.
• Previous experience working in a position which includes heavy telephone volumes, radio, and computer usage (ie. CSC, dispatchers, call centers/call takers, data entry, emergency centers.).
• Effective oral and written communications skills for in-person, radio, and phone conversations.
• Ability to interpret or understand geographic information portrayed on a map and map-based applications.
• TOC operator certifications for levels 1 and 2 preferred.
• Knowledge of interstates and state routes throughout Virginia with geographic familiarity of the freeway system and arterial roads.
• Efficient and accurate data entry skills.
• Working knowledge of and skill set to utilize and operate an ATMS software platform and/or web-based applications.
• Knowledge of incident management response techniques and municipality and area traffic management organizations.
• Associate’s degree in Civil Engineering, transportation related field or a combination of education and practical experience in a similar field.

Additional Information

• This position does not include sponsorship for United States work authorization.
• This position does not include relocation benefits.
• This is NOT a remote position, but located on the client site locations.

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.