Toll Operation Center Supervisor

Toll Operations Center Supervisor

Location: Atlanta, GA

Position Type: Contract

Schedule: Rotating shifts, including weekends, holidays, and overnight shifts as needed

Pay Rate: $27.16 per hour, paid weekly.

Position Overview

Focus People is currently seeking qualified applicants on behalf of one of our clients for a position in Atlanta, GA.

This position is responsible for overseeing the daily operations of a Toll Operations Center (TOC), supervising operational staff, monitoring traffic conditions, and ensuring the safe and efficient movement of traffic along managed express lanes.

The ideal candidate will have strong leadership, analytical, communication, and decision-making skills, along with experience in traffic management, transportation operations, or a related field. This individual must be comfortable working in a fast-paced environment, responding to changing roadway conditions, and making timely operational decisions.

The Toll Operations Center Supervisor will work closely with management, transportation personnel, emergency response teams, and other operational partners to maintain effective traffic flow, coordinate incident responses, and ensure compliance with established policies and procedures.

Key Responsibilities

Toll Operations & Traffic Management

• Oversee daily Toll Operations Center activities, including staffing, operational coverage, and traffic monitoring.
• Monitor traffic incidents, roadway conditions, traffic speeds, lane closures, and congestion levels.
• Make timely and accurate operational decisions regarding traffic conditions and toll rate adjustments.
• Implement, adjust, or suspend toll rates in accordance with established policies and procedures.
• Utilize traffic monitoring systems and software to identify incidents, evaluate roadway conditions, and coordinate appropriate responses.
• Communicate with transportation personnel, emergency response teams, maintenance staff, and other stakeholders to support incident management and roadway operations.
• Assist with traffic incident resolution, lane closures, and operational emergencies.
• Perform TOC Operator or Lead responsibilities when necessary to maintain operational coverage.

Staff Supervision & Leadership

• Supervise and provide daily guidance to Toll Operations Center personnel.
• Coordinate employee schedules, shift coverage, and leave requests to maintain appropriate staffing levels.
• Monitor employee performance and provide coaching, feedback, and performance evaluations.
• Identify employee training and development needs and coordinate appropriate training opportunities.
• Participate in candidate interviews, hiring recommendations, and employee onboarding activities.
• Review employee timesheets for accuracy and ensure timely submission.
• Support employee relations and personnel matters in accordance with established policies and procedures.
• Promote teamwork, accountability, professionalism, and operational efficiency.

Reporting, Data Analysis & Documentation

• Prepare and review daily, weekly, and monthly operational reports related to toll rates, traffic speeds, traffic volumes, and roadway incidents.
• Research, collect, and analyze operational data to identify trends and opportunities for improvement.
• Conduct statistical analysis to support traffic management decisions and operational planning.
• Maintain accurate incident logs, operational records, and required documentation.
• Conduct or verify routine equipment checks and report system or equipment issues.
• Assist with maintaining and updating standard operating procedures (SOPs), operational manuals, and contact lists.
• Monitor dynamic pricing systems and implement approved toll rate adjustments as needed.

Customer Service & Stakeholder Communication

• Assist with resolving escalated customer concerns related to toll operations and roadway conditions.
• Provide accurate information regarding operational policies, procedures, and traffic-related matters.
• Coordinate with customer service representatives, transportation partners, and other departments to address operational concerns.
• Maintain professional and effective communication with internal teams and external stakeholders.
• Support the resolution of operational issues through appropriate follow-up and documentation.

Operational Support & Compliance

• Ensure daily operations follow established safety standards, policies, and procedures.
• Respond effectively to unexpected roadway incidents, operational challenges, and changing traffic conditions.
• Maintain flexibility to provide operational support during weekends, holidays, overnight shifts, and emergency situations.
• Assist management with operational planning, staffing coordination, and process improvements.
• Perform additional duties as assigned.

Minimum Qualifications

• Bachelor's degree in a related field from an accredited college or university and at least two (2) years of related experience; OR
• Two (2) years of experience in an equivalent or lower-level position with relevant responsibilities; OR
• Six (6) years of related professional experience.
• Minimum of two (2) years of supervisory or management experience required.
• Relevant professional experience may be substituted for education on a year-for-year basis.
• Strong organizational, leadership, and time-management skills.
• Excellent written and verbal communication skills.
• Demonstrated ability to make sound decisions under pressure and manage multiple priorities.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Ability to work independently while maintaining effective collaboration with team members and management.
• Proficiency with computers, electronic communication systems, and operational reporting tools.
• Ability to work rotating shifts, including weekends, holidays, and overnight hours, as operational needs require.
• Professional demeanor, positive attitude, and commitment to teamwork and customer service.

Preferred Qualifications

• Previous experience in traffic management, transportation operations, toll operations, or a related industry.
• Experience supervising employees in a 24/7 operations center, dispatch environment, or transportation management setting.
• Familiarity with traffic monitoring software, including NaviGAtor, Neology, Quarterhill, or similar applications.
• Advanced proficiency in Microsoft Office applications, including Excel, Word, Outlook, PowerPoint, Access, and Project.
• Experience analyzing traffic patterns, congestion trends, operational data, and performance metrics.
• Knowledge of dynamic toll pricing systems and traffic incident management procedures.
• Experience coordinating with emergency response personnel, transportation agencies, or roadway maintenance teams.
• Strong personnel management, conflict resolution, and operational troubleshooting skills.

Focus People is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants.