Airport Operations Center Agent

City of Charlotte

1d•$24 - $30•Onsite

About The Position

The Charlotte Douglas International Airport (CLT) Airport Operations Center (AOC) promotes situational awareness and facilitates collaborative decision making among all airport stakeholders and multiple agencies and jurisdictions at CLT. The AOC provides situational awareness monitoring, communication, coordination, and dispatch functions for all airport operations including: incident notification and response, irregular operations, facility maintenance, customer service, and other situations ensuring all responses are in compliance with federal, state, and local regulations. The Airport Operations Center (AOC) Agent serves as a critical communications and coordination point for airport operations. This role is responsible for receiving and documenting operational calls, monitoring airport systems, and facilitating timely communication between internal departments and external stakeholders to ensure safe, secure, and efficient airport operations.

Requirements

High school diploma or equivalent.
Strong situational awareness, attention to detail, and ability to multitask under pressure.
Effective verbal, written, and radio communication skills.
Ability to work independently and in a team.
Professionalism and discretion when handling sensitive information.
Knowledge of airport operations, emergency response, public safety communications, and relevant regulations (14 CFR Part 139, 49 CFR Part 1542).
Familiarity with incident management (ICS/NIMS) and airport systems.
Ability to remain calm in emergencies and make sound decisions quickly.
Valid driver’s license with the ability to obtain a North Carolina driver’s license as required by City policy.

Nice To Haves

Associate’s degree or college coursework in aviation, emergency management, communications, or a related field.
Experience in airport operations, airport management, communications, dispatch, or an operations or communications center environment (aviation or public safety preferred).
Experience receiving, prioritizing, and dispatching calls in a fast-paced, 24/7 operational setting.
Familiarity with Computer Aided Dispatch (CAD) systems and incident tracking software.
Ability to accurately document incidents, maintain logs, and prepare shift reports.
Strong communication and customer service skills, including the ability to remain calm and professional under pressure.
Ability to quickly learn and operate multiple computer systems and monitoring tools.

Responsibilities

Receive, prioritize, and document incoming calls related to airport operations, maintenance, security, emergencies, irregular operations (IROPS), and general inquiries.
Accurately enter incidents, work orders, and notifications into Computer Aided Dispatch (CAD) and other incident tracking systems.
Dispatch and coordinate appropriate airport personnel and departments based on the nature and urgency of calls.
Monitor critical airport systems, including safety and security systems, access control, video management, radio communications, emergency notification systems, flight information systems, weather and lightning detection, and other operational platforms.
Identify, assess, and escalate alarms, system anomalies, and operational issues in real time.
Maintain continuous communication with Airport Operations, Maintenance, Security, Emergency Services, and external partners to support day-to-day and emergency operations.
Assist with coordination of irregular operations, aircraft diversions, gate changes, and emergency response activities.
Provide situational awareness by gathering information, identifying hazards, and supporting timely, effective decision-making.
Maintain accurate logs and records of calls, incidents, and system activity, and prepare shift summaries and reports for management review.
Support after-action reviews by providing detailed and accurate incident documentation.