The role of the Toll Operations Supervisor is to provide experienced, proactive, and hands-on leadership to supervise daily toll operations. The Supervisor will be responsible for managing a team of Electronic Toll Attendants, ensuring efficient and compliant electronic toll collection, maintaining high service standards, and resolving operational and technical issues in real-time. This role requires strong leadership, technical aptitude, and a commitment to safety and excellence.
Job Description
Team Leadership & Management
- Supervise, schedule, and coordinate the daily activities of toll attendants across all shifts.
- Conduct team briefings, training sessions, and performance reviews.
- Foster a positive, accountable, and safety-conscious work environment.
- Handle staff attendance, shift rotations, and leave approvals.
Operational Excellence
- Ensure seamless operation of electronic toll collection (ETC) systems and lanes.
- Monitor traffic flow and implement contingency plans during peak hours or system disruptions.
- Oversee incident management—from customer complaints to technical failures—and ensure timely resolution.
- Conduct daily audits of system logs, transaction reports, and compliance records.
Technical & Compliance Oversight
- Act as the first point of escalation for technical issues, liaising with IT and maintenance teams.
- Ensure adherence to all company policies, regulatory standards, and safety protocols.
- Monitor and report on key performance indicators (KPIs) such as transaction accuracy, lane availability, and customer service response times.
Customer Service & Public Relations
- Address escalated customer inquiries and complaints with professionalism and efficiency.
- Promote a customer-centric culture within the team.
- Engage with motorists and stakeholders to improve service delivery and public perception.
Reporting & Administration
- Prepare and submit daily, weekly, and monthly operational reports to management.
- Manage inventory of plaza equipment, uniforms, and consumables.
- Ensure accurate record-keeping for audits and compliance purposes.
Job Requirements
Education
- Minimum of a Diploma in Business Management, Operations, Transport & Logistics, IT, or a related field.
- A degree will be an added advantage.
Experience
- At least 3 years of experience in a supervisory role, preferably in transport operations, electronic payment systems, toll management, parking operations, or a related high-volume customer service environment.
- Proven experience with electronic tolling or cashless transaction systems is highly desirable.
