Under the general supervision of a Senior Program Coordinator, the person in this position will support staff in the management and operation of the Bay Area Toll Authority (BATA) electronic toll collection and toll bridge operations programs.
Responsibilities include: managing and monitoring the FasTrak® (electronic toll collection) customer service center operations, developing and administering FasTrak® operations budgets; performing operations analysis; developing operations improvement programs; providing input to FasTrak® and the Electronic Payments Section strategic plan.
SKILLS AND ABILITIES:
Must have the ability to: Analyze problems, develop strategies and solutions; prepare correspondence and reports; prepare and make presentations to technical and policy decision makers; perform complex data analysis; work independently; communicate clearly and concisely, both orally and in writing; use initiative and sound judgment within established procedural guidelines; establish and maintain effective working relationships; develop consensus among in-house staff, partner agencies and consultants; and organize and prioritize multiple project tasks.
Education: Completion of a bachelor's degree from an accredited college or university, in an appropriate discipline such as transportation planning, public or business administration, traffic or civil engineering, or information systems. Graduate degree is preferred. (Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application.)
Experience: Minimum of one year of recent (must be within the last five years), progressive and verifiable professional experience in a field related to the position. Additional professional work experience is preferred.
- Operations of budgeting and analysis.
- Operations management; cost analysis.
- Principles, techniques and practices of:
- Project management;
- Procurement and contract management;
- Customer relations management;
- Quantitative analysis;
- Transportation operations,
- Facilitating inter-agency coordination.
- Planning, funding, and programming.
Knowledge of and experience with one or more of the following is a plus:
- Operations management and budgeting
- Project and contract management
- Cost and data analysis
- Database and spreadsheet software applications
- Customer service industry practices and standards
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Under the supervision and direction of a Senior Program Coordinator, the Assistant/Associate Program Coordinator will:
Provide management and oversight of the contracted FasTrak® program customer service center operations, including contract management and performance monitoring, implementing system improvements including developing requirements, reviewing test results and monitoring operations, overseeing FasTrak® website and phone system improvements, customer communications, outreach and marketing and preparation of reports.
Manage customer service center quality including developing improvement programs, creating performance metrics and evaluating results, conducting operations and quality audits, monitoring and managing customer relations, developing corrective action plans and recommending policy and procedure changes.
Develop and manage the BATA toll bridge operating budget including CSC operations, toll collection and maintenance operations. Develop, with Caltrans, funding for State personnel and expenses, coordinate budget oversight with Caltrans staff, track expenditures, create forecasts and develop corrective actions.
Work with Caltrans toll collection personnel to manage manual toll collection services including reviewing staffing plans, developing and improving toll collector procedures, and creating training programs.
Perform research and analysis of toll plaza operation services, identifying improvement and efficiency opportunities, developing action plans and coordinating implementation with contractors and other agencies.
Procure and manage consultant contracts and materials for the toll collection operations program, including developing work scopes and request for proposals, reviewing and approving deliverables, monitoring budget, schedule and consultant progress, and negotiating change orders.
Act as liaison with the MTC Finance, Legal, and Operations staff to coordinate and resolve issues.
Develop, maintain and disseminate management information and reporting systems.
Make presentations to BATA management and to the Commission's Oversight Committee.
Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San...