Traffic Management Center (TMC) Shift Lead

The Shift Lead is expected to perform all core TMC Operator duties and competencies, while also fulfilling the following elevated supervisory and operational responsibilities.

Shift Supervision & Staff Leadership :

• Functions as the on‑shift supervisor, providing direction and oversight to TMC Operators to ensure consistent performance, adherence to SOPs, and accurate traffic and incident management activities.
• Coordinates with client, administrative, and management personnel as needed, responding to inquiries or routing requests to appropriate staff.
• Assign and direct daily operational duties for shift personnel based on roadway conditions, staffing levels, and active incidents.
• Serve as the first-level escalation point for operator questions, operational issues, and emergent situations.
• Provide coaching, mentoring, and real-time guidance to support operator development and ensure quality operational output.
• Document performance observations and provide input for formal employee evaluations.
• Assists with development of shift schedules to ensure appropriate staffing.

Operational Oversight :

• Lead operational response to significant incidents, coordinating with HERO incident management personnel, public safety agencies, and internal leadership.
• Ensure operators accurately detect, verify, log, and monitor incidents using ATMS, ITS devices, CAD systems, and third-party verification tools.
• Oversee accuracy and appropriateness of DMS messaging, response plan execution, incident milestones, and TIM performance measure data.
• Ensure consistency in operator logging practices, including timeline accuracy and required data entry standards.
• Maintain thorough knowledge and active capability to perform all operator tasks and use all required systems.
• Provide for breaks and lunch for operators on the floor and ensure all seats are filled.

Quality Assurance & Compliance:

• Perform QA/QC reviews of incident entries, DMS messages, and operator actions to ensure compliance with SOPs, TxDOT standards, and performance requirements.
• Identify operational deficiencies and provide corrective guidance or escalate to management when appropriate.
• Support development, updates, and adherence to TMC SOPs, training materials, and operational guidelines.
• Act as the primary on-shift point of contact for partner agencies operating at CTECC, as well as external agencies during active operations.
• Communicate shift status, operational needs, and issues to the TMC Operations Manager.
• Ensure comprehensive written and verbal shift handoff reports.
• Coordinate staffing adjustments during shift based on workload, callouts, weather, or incidents.

Coordination & Communication :

• Act as the primary on-shift point of contact for partner agencies operating at CTECC, as well as external agencies during active operations.

• Communicate shift status, operational needs, and issues to the TMC Operations Manager.
• Ensure comprehensive written and verbal shift handoff reports.
• Coordinate staffing adjustments during shift based on workload, callouts, weather, or incidents.

Administrative & Program Support :

• Supports interview processes by participating in candidate evaluation at management's request.
• Assist with onboarding and training of new TMC Operators, including conducting structured on-shift training sessions.
• Support preparation of KPI reports, performance summaries, and operational metrics for TMC deliverables.
• Participate in or prepare materials for meetings, workshops, or operational reviews as required.
• Perform special assignments related to traffic operations, TMC systems, traveler information, incident management, SOP development, or research.

Special Operations :

• Support emergency activation, major weather events, large-scale incidents, and planned special events by working extended hours or alternate shifts when necessary.
• Performs additional duties as assigned by management.