This class is responsible for planning, directing, and coordinating all facets of a toll plaza operation.
Nature and Scope
A class employee reports to an administrative supervisor and is responsible for supervising and coordinating the day-to-day operations of a toll plaza to include electronic toll collection and customer service center. Through subordinate supervisors, plans, organizes, assigns, and reviews the work of toll collectors and customer service staff; provides direct supervision for administrative support and custodial staff. Work involves planning and scheduling staff to accommodate changes in toll road conditions, traffic volumes, and customer services. Incumbents are also responsible for all cash management and daily revenue reconciliation of a toll plaza operation.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Manages resources including facilities, grounds, and custodial maintenance, electronic toll devices, revenue accounting, and human resources. Solicits and evaluates bids; selects grounds and custodial maintenance vendors.
Analyzes, makes recommendations and oversees implementation of operating practices and procedures to include staffing, workflow, record keeping, and equipment use to ensure smooth and efficient plaza operations.
Supervises, directly or through subordinate supervisors, all toll plaza, customer service, maintenance staff, administrative support, and custodial staff; interviews, hires, and oversees training; plans, assigns and evaluates the work of subordinates, counsels and disciplines.
Coordinates and implements limited motor vehicle services to customers at toll plazas.
Coordinates with the Traffic Management Center and State Police on issues related to safe and efficient movement of traffic affecting toll plaza operations.
Investigates complaints from motorists relative to change shortage and takes appropriate action to collect shortages monthly from collectors after reviewing audits of daily and monthly performance reports.
Acts as primary contact for union officials concerning policies and procedures, complaints and first-step grievances.
Enforces rules and regulations, ensures personal appearance and demeanor is reflective of agency policy, and appropriately disciplines violators.
Orders supplies, materials and equipment to meet operational requirements; makes recommendations on facility upgrades.
Ensures that the toll plaza and customer service centers are properly staffed on a 24/7 basis; makes appropriate adjustments to meet demands and weather conditions.
Promotes electronic toll device sales and the growth of electronic toll collection.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of applicable rules, regulations, and policies relative to the toll collection function.
Knowledge of the maintenance of automatic and manual toll collection equipment and cash-counting machines.
Knowledge of cash-accounting systems, bank deposit procedures, audit policies and procedures, and methods of safeguarding large sums of money.
Knowledge of investigating fraud.
Knowledge of implementing and providing limited motor vehicle services at toll plaza.
Knowledge of the principles and practices of planning, organization, general management and supervision.
Skill in dealing effectively with a wide-variety of personalities while enforcing toll policies and regulations.
Skill in planning, organizing, assigning, and reviewing the work of subordinates with particular attention to maximizing optimum use of existing resources.
Skill in interpreting and applying the administrative and operational policies and procedures.
Ability to adjust to rapidly changing personnel, work, and environmental conditions and react accordingly.
Ability to analyze problems, develop alternate courses of action, and employ or recommend employment of a solution.
JOB REQUIREMENTS for Toll Plaza Operations Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in cash accounting which includes recording money received or distributed, preparing bank deposits and reconciling accounts.
Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.
Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
Six months experience in narrative report writing.
Six months experience in using standard computer software programs for word processing, spreadsheets or databases.
Knowledge of security systems and surveillance equipment.