Toll Operations Center Operator Lead
Job Description:
This position is expected to work as support for Toll Operations Center (TOC) Supervisors, working under the direction of the TOC Supervisors and the TOC Manager. The TOC Operator Lead monitors, communicates, documents, and reports to the management team roadway and tolling systems events taking place within the State Road and Tollway’s managed lane facilities and systems. The TOC Operator Lead position requires knowledge of standard guidelines and procedures to set a course of action as necessary, including making judgment calls when making recommendations on traffic incidents and traffic flow in the managed lane system corridors and surrounding vicinities. This position will also be responsible for changing and suspending tolls based on SRTA-defined policies and procedures, along with reporting such toll changes/suspensions to the TOC supervisors and TOC manager in an accurate and timely manner. In addition, the TOC Lead also reports in an accurate and timely manner tolling network/equipment, image review, or back-office issues to parties and provides troubleshooting support. Collaborates with GDOT’s Traffic Management Center (TMC), SRTA Customer Service Center, Facilities Management, and Tolling System Integrators, among others.
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Job Responsibilities & Performance Standards:
1. Monitors and support daily toll operations of the Toll Operations Center (TOC).
a. Provides a level of operational support to TOC Operators at the TMC.
b. Consults with TOC management and provide daily reports.
c. Offers problem-solving and solutions to overcome obstacles to achieve objectives/goals
d. Provides guidance to staff in identifying training and development needs to enhance skills and capabilities.
e. Provides clean and accurate information; explains and adheres to policies and procedures, including supplemental information, or providing
recommendations and/or improvements, if needed.
f. Collaborates and confers with team members to resolve problems quickly.
g. Makes recommendations to streamline and improve operational efficiencies with the goal of delivering all completed projects on time.
2. Reviews and monitors the performance of assigned staff.
a. Evaluates performance of TOC Operators on day-to-day tasks.
b. Recommends and provides additional training.
c. Oversees staff within the guidelines of SRTA policies and procedures.
d. Provides an assessment of team strengths and weaknesses on a quarterly basis.
e. Communicates information in a clear and understandable manner.
3. Prepares daily, weekly, and monthly reports for Managed Lane activity.
a. Researches, collects, and compiles data from numerous sources and systems.
b. Analyzes data and performs analytical and statistical computations to identify needs.
c. Creates reports using data visualization.
4. Assists with the overall operation of the Toll Operations Center (TOC).
a. Actively monitors traffic in the I-85 Express Lanes corridor, I-85 Express Extension, I-75 South Express Lanes, the Northwest Corridor (NWC), and other facilities that SRTA may implement or be associated with.
b. Actively monitors the health and operations of the tolling systems and roadside networks.
c. Actively monitors and supports SRTA image reviewers by way of Image Review Audits and observation.
5. Manages traffic incidents and planned closures.
a. Keeps aware of incidents by using at least one of the following sources: NaviGAtor (TMC call/visual), EarthCam Phoenix Viewer, Vicon
net, Rite (Dashboard), DPS, contractor notification, Law enforcement, commuters, local news channels, and/or social media.
b. Communicates effectively with GDOT TMC operators, Law Enforcement Agency, SRTA Staff, and other related parties using oral
and/or written communication.
c. Provides recommendations to Management regarding incident management.
d. Documents clearly events as required by operational procedures and guidelines.
6. Manages toll rate setting.
a. Observes traffic and toll rates and assesses pricing performance based on trends.
b. Recommends and/or performs global rerates, overrides, and retro overrides based on standard operating guidelines.
7. Monitors and assists in troubleshooting internal and roadside network/tolling system issues.
a. Keeps aware of issues by using the following resources: Rite System’s Dynamic Pricing Dashboard/Reports, Neology Tolling Facility Host (TFH), Wrong Way Vehicle (WWV)alerts, notification from network/tolling TSI/SRTA IT personnel, and other alerting tools.
b. Communicates effectively with internal and external staff the issue found (e.g., opening Helpdesk tickets), requests updates, and monitors until event closure.
c. Provides recommendations to Management regarding actions taken and recommends changes to policy and procedure after
conducting lessons learned.
d. Documents in a clear and concise manner events or issues and subsequent updates as required by operational procedures and
guidelines.
a. Identifies problems in a proactive manner by gathering and evaluating factual information.
b. Uses sound judgment to make decisions and implement solutions.
9. Maintains a consistent, high quality, customer-focused work orientation when conducting business.
a. Is punctual and available for post-work when unforeseen or special circumstances require it.
b. Ensures a clean and orderly environment that follows Georgia Department of Transportation Traffic Management Center rules.
c. Logs and reports activities performed as defined in SRTA’s standard operating procedures.
d. Ensures appropriate shift change communication, including shift change reports, daily debriefing reports, and other documentation as required.
e. Provides training and development of new TOC staff members.
f. Expresses ideas and facts to individuals and groups effectively.
g. Displays high ethical conduct, professional attitude while being a team player.
h. Demonstrates initiative, effort, and commitment toward completing assignments with minimal supervision.
i. Responds positively to changing conditions and unexpected obstacles and adapts to an on-call work schedule as needed.
10. Performs other duties as assigned by Management.
Associate’s degree from an accredited college or university AND two (2) years of related experience OR four (4) years of related experience. Knowledge of tolling (policy and technology) and traffic operations/management concepts. Strong proficiency in analytics, time management, and organizational skills is required. Demonstrates a high level of computer skills, including Windows, MS Office (Word & Excel), Internet, e-mail, and other productivity software. Ability to work in a fast-paced environment and under pressure. Excellent written and oral communication skills. Capable of multi-tasking under tight schedules, including the ability to solve problems and work in a team environment. Ability to work a flexible schedule as needed to support a 24/7/365 operation. Applicants must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.
Preferred Qualifications:
Bachelor’s degree from an accredited college or university in any related field and one (1) year of related work experience. Experience in the areas of open-road tolling, HOT lanes, and dynamic pricing. Knowledge of Maintenance of Traffic (MOT). Experience with traffic monitoring and
Knowledge of roadside network design. Knowledge of database management.