Chicago Transit Authority
Manager, Control Center External Communications
Chicago Transit Authority, Chicago, Illinois, United States, 60290
Manager, Control Center External Communications - ( 2400007K )
Description
POSITION SUMMARY
Oversees all facets of CTA’s ad-hoc customer communications related to unplanned and planned service disruptions with a rider-centric focus to help customers make informed decisions when service isn’t running as expected.
Working from CTA’s Control Center, implements public communications strategies, procedures and processes as designed by CTA Customer Information in a collaborative and complementary manner.
This position will also contribute directly by being available to advise and make decisions as needed, and/or helping directly with posting/refining alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service disruptions.
Qualifications
SALARY
$103,000-$115,000
PRIMARY RESPONSIBILITIES
Oversees the creation and issuance of real-time customer alerts from CTA’s web-based system—ensuring the information and messaging is accurate and timely.
Coordinates directly with Control Center desk manager to understand circumstances of unplanned service disruption and specific impacts to service.
Contributes directly by being available to advise and make decisions as needed.
Helps directly with posting/refining language and information contained in alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service disruptions. Examples include leveraging multiple mediums to monitor and communicate with the public during major emergencies, monitoring and working closely with on-duty staff when major work events begin, and during major public or weather events that require special attention (including on weekends/holidays).
Works directly with Control Center Communication Coordinators with communications being relayed to the public.
Reviews processes and procedures, available tools and information, methods of communication and information intake. Proposes and presents opportunities to streamline and improve workflows both in workspace and in collaboration with field personnel and, ultimately, the quality, timeliness and effectiveness of information available to the public to navigate the unexpected.
Coordinates and regularly confers with CTA Customer Information department.
Assists Customer Information with development of language/information for various scenarios for unplanned service disruptions.
Coordinates for long-term planning, to identify opportunities to and improve processes and procedures for the most timely and accurate possible information, and with regular discussion and review sessions to maximize collaboration between areas.
Hires, trains, develops, monitors, and evaluates performance of staff. Reviews and recommends personnel actions for approval.
Perform related duties as assigned.
Reporting to this position are the following jobs:
Job Title
CHALLENGES
Determining appropriate sources to provide accurate information on a wide variety of subjects.
Managing multiple projects, assignments and deadlines using effective prioritization skills.
Handling the issues and problems of a 24/7 365 operation
EDUCATION/EXPERIENCE REQUIREMENTS
Bachelor’s degree in Communications; degree related to operations, logistics or transportation; or equivalent job experience.
Experience in public transportation, airline sector other personal transportation service or real-time event/emergency communications preferred.
PHYSICAL REQUIREMENTS
Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
KNOWLEDGE, SKILLS, AND ABILITIES
Strong writing and editing skills.
Good computer skills including proficiency in Microsoft Office (Word, Excel, PowerPoint).
Ability to complete web forms and perform data entry as needed.
Ability to learn how to use new applications.
Strong proofreading, spelling and grammar skills.
Ability to prepare and distribute such media devices as news releases, photographs, and fact sheets.
Strong communication skills.
Ability to exercise good judgment.
Ability to communicate effectively with others.
Ability to maintain favorable public relations.
WORKING CONDITIONS
General office environment.
May be required to work various extended or irregular hours in order to meet project deadlines or respond to CTA emergencies.
Must be available to respond to calls or email inquiries outside of regular work hours.
EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
Standard office equipment.
Personal computer and related software
Additional Details:
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/
Primary Location
: USA-Illinois-Chicago
Job
: Communications
Job Posting
: Aug 9, 2024, 11:59:36 AM
Position Type:
: Full-time Permanent (FTP)
Req ID:
2400007K
Description
POSITION SUMMARY
Oversees all facets of CTA’s ad-hoc customer communications related to unplanned and planned service disruptions with a rider-centric focus to help customers make informed decisions when service isn’t running as expected.
Working from CTA’s Control Center, implements public communications strategies, procedures and processes as designed by CTA Customer Information in a collaborative and complementary manner.
This position will also contribute directly by being available to advise and make decisions as needed, and/or helping directly with posting/refining alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service disruptions.
Qualifications
SALARY
$103,000-$115,000
PRIMARY RESPONSIBILITIES
Oversees the creation and issuance of real-time customer alerts from CTA’s web-based system—ensuring the information and messaging is accurate and timely.
Coordinates directly with Control Center desk manager to understand circumstances of unplanned service disruption and specific impacts to service.
Contributes directly by being available to advise and make decisions as needed.
Helps directly with posting/refining language and information contained in alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service disruptions. Examples include leveraging multiple mediums to monitor and communicate with the public during major emergencies, monitoring and working closely with on-duty staff when major work events begin, and during major public or weather events that require special attention (including on weekends/holidays).
Works directly with Control Center Communication Coordinators with communications being relayed to the public.
Reviews processes and procedures, available tools and information, methods of communication and information intake. Proposes and presents opportunities to streamline and improve workflows both in workspace and in collaboration with field personnel and, ultimately, the quality, timeliness and effectiveness of information available to the public to navigate the unexpected.
Coordinates and regularly confers with CTA Customer Information department.
Assists Customer Information with development of language/information for various scenarios for unplanned service disruptions.
Coordinates for long-term planning, to identify opportunities to and improve processes and procedures for the most timely and accurate possible information, and with regular discussion and review sessions to maximize collaboration between areas.
Hires, trains, develops, monitors, and evaluates performance of staff. Reviews and recommends personnel actions for approval.
Perform related duties as assigned.
Reporting to this position are the following jobs:
Job Title
CHALLENGES
Determining appropriate sources to provide accurate information on a wide variety of subjects.
Managing multiple projects, assignments and deadlines using effective prioritization skills.
Handling the issues and problems of a 24/7 365 operation
EDUCATION/EXPERIENCE REQUIREMENTS
Bachelor’s degree in Communications; degree related to operations, logistics or transportation; or equivalent job experience.
Experience in public transportation, airline sector other personal transportation service or real-time event/emergency communications preferred.
PHYSICAL REQUIREMENTS
Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
KNOWLEDGE, SKILLS, AND ABILITIES
Strong writing and editing skills.
Good computer skills including proficiency in Microsoft Office (Word, Excel, PowerPoint).
Ability to complete web forms and perform data entry as needed.
Ability to learn how to use new applications.
Strong proofreading, spelling and grammar skills.
Ability to prepare and distribute such media devices as news releases, photographs, and fact sheets.
Strong communication skills.
Ability to exercise good judgment.
Ability to communicate effectively with others.
Ability to maintain favorable public relations.
WORKING CONDITIONS
General office environment.
May be required to work various extended or irregular hours in order to meet project deadlines or respond to CTA emergencies.
Must be available to respond to calls or email inquiries outside of regular work hours.
EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
Standard office equipment.
Personal computer and related software
Additional Details:
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/
Primary Location
: USA-Illinois-Chicago
Job
: Communications
Job Posting
: Aug 9, 2024, 11:59:36 AM
Position Type:
: Full-time Permanent (FTP)
Req ID:
2400007K