Manager, Control Center

Company: Chicago Transit Authority
Location: Chicago
Posted on: June 28, 2025

Job Description:

PRIMARY RESPONSIBILITIES Directs, manages and monitors the management of the communication and interaction of Controllers, Coordinators and the field when the Authority’s service and passenger safety are affected by bus or train delays. Interacts with public utility and city services as needed. Assists with providing customer communication during major service delays and disruptions (such as pages, e-mails, telephone communications, radio communication, etc.). Also helps to synthesizes complex information and details into meaningful information to be communicated to CTA senior executive staff. Manages and coordinates the daily activities and responsibilities of Control Center operations, programs, projects and assignments in accordance to the specific objectives, goals and procedures. Communicates directives regarding service during severe weather. Identifies and responds to performance deviations and determines appropriate courses of actions to correct problem area, including progressive disciplinary actions. Assists in response to routine union issues. Interfaces with the administrative staff in the researching and implementation of internal technological enhancements for tracking performance and absenteeism in accordance with Control Center and Authority policies and procedures. Assists with special and emergency services by interfacing with other departments: such as Bus and Rail Operations, and the Law Department. Assist in the coordinating activities with CFD, CPD, RTA (Regional Transportation Authority), IDOT (Illinois Department of Transportation), CCDOT (City of Chicago Department of Transportation), OEMC (Office of Emergency Management and Communication), CTAN (Chicago Transit Alert Network) and other city, state and federal agencies. Hires, trains, develops, monitors, and evaluates staff. Reviews and recommends personnel actions for approval. Performs related duties as assigned. MANAGEMENT RESPONSIBILITIES Reporting to this position may include the following jobs: Job Title Bus Controller Rail Controller Power Controller Rail Customer Service Representative/Security/Controller Control Center Communications Coordinator CHALLENGES Ensuring that the Control Center’s goals and objectives are accomplished by providing high quality transportation throughout the service area, in accordance with the Authority’s standards. Staying abreast of changes in technology and processes in the transit industry. EDUCATION/EXPERIENCE REQUIREMENTS Minimum of three (3) years of CTA experience in Control Center, Bus Operations Management, and/or Rail Operations Management, or five (5) years of external control center experience and/or a combination of control center and bus/rail operations management experience, or an equivalent combination of education and experience relating to this position. Control Center experience preferred. Bachelor’s degree in Transportation or a related field preferred. PHYSICAL REQUIREMENTS Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery. Rearranging or lifting of equipment, materials and supplies. Visits to various sites such as accident or other related locations affecting service operation. Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA. KNOWLEDGE, SKILLS, AND ABILITIES Working knowledge of Bus/Rail vehicle operations, including restoration of service, Bus/Rail garage/terminal operations, administration and vehicle maintenance as they relate to Bus/Rail operations. Working knowledge of the methods and practices in interviewing employees regarding accidents, complaints, grievances and disciplinary actions. General knowledge of rules, regulations, policies and procedures, and labor relations pertaining to government agency and transportation industry. Strong conflict resolution and customer service skills. Strong verbal and written communication skills. Intermediate computer skills. Intermediate analytic and problem-solving skills. Ability to remain calm and respond quickly during emergencies or abnormal situations. Ability to provide effective solutions to organizational issues with integrity, initiative, and creativity. WORKING CONDITIONS General office environment. Eight (8) hours or longer period normally spent in the Control Center. Required to travel to various locations throughout the system to maintain a high degree of familiarity with facilities, routes, street patterns, etc. Must be available to work seven days per week, 24 hours per day, including holidays. Subject to 24 hour call. Working hours subject to change based upon departmental requirements. Stressful working conditions during emergencies. EQUIPMENT, TOOLS, AND MATERIALS UTILIZED Standard office equipment. Personal computer, pager, telephone system with multiple extensions and functions, CleverCAD, SCADA, Windows 2000, IRM Paging software, QuickTrak, FileMaker Pro, Outlook, CTA radio systems, web mail, CTAN message systems, station/row camera software, MS Excel, Word and PowerPoint. Authority Standard Operating Procedures and Guideline Manuals. General Bulletins. Employees and/or union members will be given priority consideration in the hiring process, per the applicable labor contracts. Final salary will be determined in part by the qualifications of the selected candidate and may be higher or lower than target. Applicants, if hired,must comply with CTA's residency ordinance. CTA IS AN EQUAL OPPORTUNITY EMPLOYER No employee or applicant for employment will be discriminated against because of race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, unfavorable military discharge, disability or any other status protected by federal, state, or local laws; except where a bona fide occupational qualification exists We are committed to providing an inclusive environment for our workforce and supporting the communities we serve. CTA will make reasonable accommodations for the known disabilities of otherwise qualified applicants for employment as well as its employees, unless undue hardship would result. If you require an accommodation in the application or hiring process, please contact arc@transitchicago.com prior to the submission of your application or upon notification of your actual test date. CTA will work with you to determine if an accommodation can be provided. During the hiring process, CTA's Human Resources department will contact candidates with next steps . Failure to respond to these correspondences in a timely fashion may result in your application being closed out for non-responsiveness. Please click link below to review the benefits offered at the CTA. https://www.transitchicago.com/hrbenefits/

Keywords: Chicago Transit Authority, Elmhurst , Manager, Control Center, Customer Service & Call Center , Chicago, Illinois