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Operations Program Associate, FasTrak Customer Service Center

Company: Metropolitan Transportation Commission
Location: San Francisco
Posted on: April 9, 2021

Job Description:

DESCRIPTIONFirst round interviews for selected candidates tentatively scheduled for April 6, 2021.A resume and cover letter are not required with your application, but highly encouragedThe Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. For more information about MTC, visit us at manages the FasTrak Regional Customer Service Center (CSC), which supports the electronic collection of tolls at Bay Area facilities. The CSC manages the three million FasTrak accounts and processes electronic toll transactions and toll evasion notices for the seven state-owned bridges, the Golden Gate Bridge, Bay Area Express Lanes, and SFO parking. The tolling program is crucial to both generating revenue for regional transportation needs and congestion management strategies.The FasTrak Operations Program Associate will work under the direction of the FasTrak Operations Program Manager and the position will be filled at the Associate level. MTC is seeking a person who is passionate about delivering best-in-class customer service to improve urban mobility. This person will support day-to-day operations and back-office system of the FasTrak Customer Service Center, which is contracted to an outside vendor and includes the following systems and services:Contact center (call, chat, and email)Violation processingPayment processingTolling back office systemFinancial reconciliationWeb hostingReporting (financial, transaction and operations)Network infrastructureRevenue collectionTransaction processingToll tag fulfillmentThe Operations Program Associate will work as part of a team, supporting all the above cross functional departments, coordinating closely with MTC's FasTrak program staff and the outside contractor. Key responsibilities will include validating the contractor's performance against contract provisions and leading project-related process improvements. This person will also be responsible for managing the FasTrak toll tag procurement and inventory, along with driving tag usage on toll roadways and identifying and implementing ways to increase FasTrak account penetration. The person in this position will be required to work independently using sound judgement and excellent communication skills.SKILLS AND ABILITIESThe ideal candidate will have the following knowledge, skills and abilities:Ability to analyze current FasTrak account establishment policies, continually improve and streamline toll tag penetration, distribution and return processAbility to think end-to-end from both customer and agency perspective and position solutions with consideration for impact on operations as a wholeExcellent strategic management and project management skillsProven information analysis skills, including the ability to perform quantitative analysis of technical performance data to identify trends and possible issuesAbility to identify, understand and succinctly communicate issues with respect to customer service center operationsStrong presentation skills, including developing and delivering PowerPoint presentations to policymakers and other stakeholdersAbility to independently identify issues, organize findings and successfully complete project tasks with minimal supervisionStrong strategic and analytical thinker with exceptional execution and problem-solving capabilitiesMINIMUM QUALIFICATIONSAn appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is:Education: A Bachelor's degree from an accredited college or university in an appropriate field related to the area of assignment, such as transportation planning, project management, public finance, transportation engineering, economics, business or public administration. (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.) A Master's degree is desirable.Experience: Minimum two years of increasingly responsible experience in an appropriate field related to the area of assignment including experience working in a long-term vendor relationship or third-party provider of services.Experience with one or more of the following is desirable:Supervision in a customer service center environment, preferably in a public sector settingContact center and business process outsourcingCoordination between multiple contractorsProject Management in a customer service industry with process improvement experienceLicense/CertificatePossession of a valid California Class C driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.ESSENTIAL DUTIES AND RESPONSIBILITIESUnder the general direction of the FasTrak Customer Service Principal and working in close coordination with other MTC and contractor staff, the essential duties and responsibilities of the Operations Program Associate may include, but are not limited to, the following:Support and continually improve the FasTrak toll tag and account sign up process, including expansion of retail tag distribution footprintResponsible for FasTrak toll tag procurement, inventory management, distribution, and the customer experience related to account sign upReview contractor's staffing levels/models and training as it pertains to tag distributionBe first line point-of-contact for toll tag incident managementMonitor contractor's performance against contract provisions, including Key Performance IndicatorsRecommend strategies to address areas of non-conformance and document compliance/non-compliancePerform other job related duties as needed or assignedAll employees at MTC are classified as Disaster Services Workers.

Keywords: Metropolitan Transportation Commission, San Francisco , Operations Program Associate, FasTrak Customer Service Center, Hospitality & Tourism , San Francisco, California

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