Roadway Customer Service Supervisor
North Texas Tollway Authority - Plano, TX

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Oversees and supervises assigned personnel, activities and programs related to the NTTA’s Roadway Customer Service program including, but not limited to, supervising all activities and programs as assigned by the RCS manager, to directly supervise roadway service programs, incidents where RCS personnel are utilized, RCS vehicle operations and compliance of personnel with the RCS Standard Operating Procedures. Employees in this position are responsible for ensuring consistent monitoring of assigned systems, timely response to incidents and accurate communication to and with the NTTA Command Center, the public and NTTA staff in compliance with all related federal, state and local laws, rules and regulations and NTTA policies and procedures. This is accomplished by interacting with staff, department and outside agencies, maintaining reports and statistics, monitor and evaluate performance, schedule staff training, and communicate ongoing issues. Other duties include preparing and presenting information, attending meetings, preparing reports, coordinating with other agencies, responding to inquiries, reviewing activities logs, developing procedures, and monitoring supply inventories. Performs related work as required.

Responsibilities:
  • Supervises staff activities and programs by scheduling and assigning tasks and projects, setting priorities, monitoring quality and performance standards, coaching and training employees, implementing new systems, determining staffing levels, participating in the hiring process, resolving customer issues, and ensuring timely notification of traffic flow interruptions.
  • Supervises on scene incident management programs by ensuring timely response of traffic flow disruption, supervising signage notification, coordinating additional resources, monitoring traffic flow, providing response to incidents, and ensure proper response to all incidents to ensure safety and customer satisfaction. Supervisor must work closely with regional public safety partners and facilitate open and timely communication of all responders during emergencies.
  • Monitors goals and objectives by reviewing progress, coaching staff, assigning work activities and projects, and developing and reviewing regular activity reports. Assists in the research and development of the division budget.
  • Recommends changes by analyzing statistical performance, researching information and remaining current on changes and laws; suggesting changes, providing regular management reports, tracking accidents and response times, monitoring significant incidents, preparing for audits; and developing regular reports to management.
  • Supervises RCS personnel by responding to incidents; operating fleet vehicles; patrolling all RCS service areas providing field supervision; ensuring exceptional customer service by all RCS components; validating records, ensuring employees are using equipment and information appropriately; conducting monitoring of all RCS personnel; providing oversight for the safety of the program. This position requires the Supervisor be capable of performing all RCS Specialist tasks. This may result in exposure to major accident victims and scenes, fatality victims, inclement weather, and high speed traffic.
  • Oversees and assists with training by coordinating and scheduling training, ensuring training is documented, adjusting schedules and training rates depending on performance, and documenting training efforts.

Qualifications:
  • Valid driver's license.
  • Work requires knowledge necessary to understand basic operation, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
  • Under and including one year.
  • Work requires supervising and monitoring performance for a regular group of employees or department including providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.
  • Decisions regarding implementation of policies may be made. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations.
  • Receives General Direction: The employee normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance is reviewed periodically.
  • Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
  • Prepares budget documents; and does research to justify language used in documents for a unit or division of a department. May recommend budget allocations.
  • Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents. Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.
  • Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
  • Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.

North Texas Tollway Authority - 21 months ago - save job
About this company
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The North Texas Tollway Authority (NTTA) operates a toll system consisting of about 90 miles of roadway. Facilities include the Dallas North...