Airport Operations Center Agent presso Charlottenc

Date Opened: Wednesday, October 22, 2025 12:00 AM

Close Date: Tuesday, November 04, 2025 12:00 AM

Department: Aviation Department

Function Operations Support

Salary: $23.84 - $29.81 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

Call-Taking & Incident Entry

1.    Receive, prioritize, and document incoming calls related to airport operations, maintenance, irregular operations, security, incidents/emergencies, and general inquiries.
2.    Accurately enter incidents, work orders, and notifications into the airport’s Computerized Aided Dispatch (CAD) and other incident tracking software.
3.    Dispatch appropriate personnel or departments based on the nature of the call.

System Monitoring

4.    Monitor critical airport systems including building monitoring, fire and life safety systems, access control systems, video management systems, computer aided dispatch (CAD), two-way radio equipment, emergency notification systems, public paging systems, network recorders, flight information display systems (FIDS), flight tracking systems, Airport Operations database (AODB), gate scheduling, computerized logs, weather monitoring, lightning detection, TTY phone, and other airport related systems. 
5.    Identify and escalate anomalies, alarms, or system failures in real time.

Operational Coordination

6.    Maintain constant communication with Airport Operations, Maintenance, Security, Emergency Services, and other internal and external stakeholders.
7.    Support coordination of irregular operations (IROPS), including aircraft diversions, gate changes, and emergency response.
8.    Assist in implementing airport emergency plans and disseminating alerts and notifications.
9.    Provides situational awareness to airport internal and external stakeholders by performing information gathering, hazard identification, and effective decision making. 
10.    Assess situations quickly, objectively, and then determine the proper course of action.

Documentation & Reporting

11.    Maintain accurate logs of all calls, incidents, and system alerts.
12.    Generate shift reports and summaries for management review.
13.    Support after-action reviews by providing detailed incident records.

MINIMUM QUALIFICATIONS    

•    High school diploma or equivalent plus four years of experience in aviation operations or communications centers. 
•    Associate’s degree preferred with 1–2 years of experience, or high school diploma or equivalent and 4 years of experience. 
•    Experience in airport operations, airport management, communications, dispatch, or operations center environment (aviation or public safety preferred).

Required Licenses or Certifications

•    North Carolina driver’s license (or valid driver’s license in another United States territory with the ability to obtain a North Carolina driver’s license as required by City of Charlotte policy).

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES: 

Knowledge, Skills and Abilities:

•    Situational awareness and attention to detail. 
•    Multitasking and prioritization under pressure.
•    Team collaboration and stakeholder communication.
•    Professionalism and discretion in handling sensitive information.
•    Knowledge of airport and airline operations.
•    Knowledge of 14 CFR Part 139 and 49 CFR Part 1542.
•    Knowledge of public safety, telecommunications, and two-way radios.
•    Knowledge of airport locations and the processes of emergency response. 
•    Knowledge of Incident Command System (ICS) and National Incident Management System (NIMS)
•    Skills to communicate clearly and effectively verbally in person, over the telephone, and over the two-way radio systems. 
•    Skills to communicate clearly and effectively in writing.
•    Skills to effectively organize data and prioritize resources during routine and emergency operations. 
•    Skills in various computerized systems.
•    Ability to work independently and as part of a team.
•    Ability to establish and maintain effective working relationships with co-workers, other agencies, tenants, employees and the public, while representing CLT in a professional, positive manner.
•    Ability to respond calmly and effectively in emergency and stressful situations. 
•    Ability to assess situations quickly, objectively, and determine the proper course of action within established rules, regulations, and procedures. 

 
WORKING CONDITIONS AND PHYSICAL DEMANDS    

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ADA and Other Requirements

Physical Requirements:

•    This position is sedentary in nature and may require prolonged periods of sitting or standing at assigned workstation. 
•    Lifting of less than 25 lbs., such as books and laptops. 
•    On an occasional basis physical activity may include reaching, lifting, kneeling, squatting, standing and twisting. 
•    Works in a dimly lit room without windows.  
•    Must be able to operate and monitor communications equipment, such as data terminals, computers, radios and telephones. 
•    Must be able to work in low light conditions.

Sensory Requirements:
•    Concentrated and attentive use of one or more senses (visual, color distinction, peripheral vision, smell, distance vision, depth perception, touch, near vision, audio, and other sensory modalities) for proof reading, data entry, tabulating data.
•    Ability to operate in an environment with frequent interruptions.
•    Comprehend written information in work related documents.
•    Ability to hear, understand and distinguish speech.
•    Near vision. 
•    Touch.

General Information:

•    Must be able to work assigned shifts, including holidays, unscheduled overtime, and report back to work during emergencies.  
•    Shifts are assigned based on an approved bid process and seniority.  No shift can be guaranteed. 
•    Schedule subject to change based on operational needs and overtime.
•    This is an essential position and is subject to mandatory holdover and call-back during emergencies and irregular operations. 
•    Valid driver’s license required and the ability to qualify for and maintain a City driving permit.
•    Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude them from employment. 

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected].

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

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