Lead Supervisor

Summary:

Incumbent assists the Tolling Experience Assistant Manager in the daily operation of the coverage area and plays a vital role in ensuring proper operational succession.

Relationships:

• Works directly with Tolling Experience Assistant Manager.

• Works directly with other Toll Collection staff and Supervisors from other departments within ITRCC.

Responsibilities:

• Provide leadership and performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC safety culture, attends all safety trainings and completes all compliance trainings as required by ITRCC.

• Uphold ITRCC’s core values: Customer Service, Respect, Excellence, Stewardship and Teamwork (CREST).

• Provide leadership and support the culture of “safety” in all ITRCC activities.

• Observe for safety and security issues and take corrective action as necessary.

• Responsible for direct supervision and performance management of Tolling Supervisors including but not limited to performance reviews, employee time and payroll review/approvals in ADP HRIS, and adherence to all ITRCC policies and procedures.

• Provide coverage of operations when Tolling Experience Assistant Manager is absent.

• Interview prospective departmental employees and recommend hires to Tolling Experience Assistant Manager.

• Coach and train Tolling Supervisors on their job responsibilities and duties.

• Oversees staffing to assure the efficient use of personnel and compliance with all staffing requirements.

• Authorize the use of overtime to achieve these requirements and to mandate overtime as necessary.

• Responsible for traffic management at assigned toll plazas to ensure efficient flow of traffic.

• Be present for generator testing.

• Utilize company vehicles and assist in maintenance schedule and regular inspections of vehicle conditions.

• Oversee projects at a designated plaza.

• Prepare weekly staffing demands to meet company demands.

• Utilize various computer programs and reports to monitor and review employee break times, working status, and availability to work along with traffic reports and overtime records.

• Monitor employee files in preparation for performance reviews.

• Support strategic ITRCC initiatives by being a member of a committee.

• Incumbent is expected to use good judgment to determine if interdiction is necessary and in what form to assure we are fulfilling our tasks and responsibilities to our customers and the company.

• Incumbent is expected to report policy violations and other problems and concerns to the Tolling Experience Assistant Manager and assist with any subsequent resulting disciplinary actions.

• Developing loyalty programs and creating customer satisfaction goals.

• Monitors operation and condition of ITRCC property.

• Must be ready to aide in emergency situations.

• Minor equipment maintenance assistance.

• Monitor supply inventories.

• Closely manage the custodial staff in designated area.

• On-Call Rotation.

• Perform oversight of tasks and duties with the following tolling software systems:

o BOTS

o Microsoft Suite

o Adobe

o Power BI

o Zabbix

o EPX

o DOT Look Up

o Vara, VNC, VPN

o VueWorks

• Performs other duties as required.

Qualifications:

• High school diploma/ GED.

• Must have proven organization skills.

• Must possess effective communication skills both written and orally.

• Must possess the knowledge and skill necessary to effectively perform on the job training for new hires.

• Knowledge and experience in Microsoft Word and Excel and Outlook.

• Ability to apply company policies in a consistent manner with the best interest of the company in mind.

• Must possess the ability to manage in a fast-paced high stress environment while providing a high level of customer focus.

• Must possess and maintain a valid driver’s license.

Desirable Experience:

• Associates degree in business or related field

• 4-6 years past supervision experience

Working Conditions:

• This position requires: (Frequent est. 5 hrs per shift)

 Frequent standing, walking and sitting.

 Frequent talking and hearing.

 Light physical effort.

 Moderate computer usage.

 Heavy phone and radio usage.

 Travel Time required may be up to 50%