Harris County Toll Road Authority
Assistant Manager, Back Office Services
Harris County Toll Road Authority, Houston, TX
Salary: $73,881.60 - $105,268.80 Annually
Location : Houston, TX
Job Type: Full-Time
Job Number: 202400281
Department: Back Office Services
Opening Date: 01/03/2025
Closing Date: 1/17/2025 4:30 PM Central
Position Description
The Back Office Assistant Manager supports directing all operations of the Back Office staff. This position will create, review, and confirm the section's processes are effective and efficient, ensuring customer service quality levels consistently meet established agency standards. Proactively identifies staffing needs, implementing means to improve productivity, communicating, motivating, training and evaluating assigned staff. The Assistant Manager actively reinforces policies and procedures, and recommends discipline for subordinate employees. Ensures optimum utilization of services and equipment while supporting the overall daily functions of Back Office Services.
Duties and Responsibilities:
Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements
Education and Experience:
Knowledge, Skills, and Abilities:
Physical Demands:
The position frequently requires stooping or bending. Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Position Type and Typical Hours Work:
This is a full time position. Days and hours of work are typically Monday-Friday, 8am-4:30pm. Additional hours and weekends may be required based on business needs of the department.
Work Environment:
There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. Travel to and from different work sites may be required and expose the individual to less than optimal weather conditions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Reporting Relations:
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01
Do you have a high school diploma or G.E.D. equivalent from an accredited institution?
02
Do you have a minimum of four (4) years' of supervisory or managerial experience in customer service handling escalated accounts and violations?
Required Question
Location : Houston, TX
Job Type: Full-Time
Job Number: 202400281
Department: Back Office Services
Opening Date: 01/03/2025
Closing Date: 1/17/2025 4:30 PM Central
Position Description
The Back Office Assistant Manager supports directing all operations of the Back Office staff. This position will create, review, and confirm the section's processes are effective and efficient, ensuring customer service quality levels consistently meet established agency standards. Proactively identifies staffing needs, implementing means to improve productivity, communicating, motivating, training and evaluating assigned staff. The Assistant Manager actively reinforces policies and procedures, and recommends discipline for subordinate employees. Ensures optimum utilization of services and equipment while supporting the overall daily functions of Back Office Services.
Duties and Responsibilities:
- Meets with direct reports as well as other departments to review the operational practices of all areas within the section for efficiency and compliance with business rules. Assess the progress of the section, creating action plans for resolving issues while evaluating current and proposed systems and procedures and determining and implementing changes as necessary.
- Handles complex and escalated account matters, offers resolutions, provides information regarding EZ TAG/Violation Enforcement processes, prepares payment plan agreements, and performs account maintenance requests via incoming calls, walk-ins, or emails.
- Collaborates with upper management in recommending appropriate action to be taken to address performance and conduct issues. Prepares and delivers performance reviews for assigned staff. Develops action plans and strategies for continuous improvement, and provides ongoing mentorship and support for all staff.
- Forecast personnel needs, organizational plans and facility requirements.
Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements
Education and Experience:
- High school diploma or G.E.D. equivalent from an accredited institution required.
- Directly related experience may be substituted for college education.
- Minimum four (4) years' of supervisory or managerial experience in customer service handling escalated accounts and violations required.
Knowledge, Skills, and Abilities:
- Knowledge of administrative and management principles and practices to direct, supervise, and coordinate the work of a large group of employees engaged in a variety of tasks.
- Knowledge of the State statute and requirements for toll violations and collection processes.. Excellent knowledge of supervisory skills and techniques.
- Strong management and supervisory skills.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills.
- Ability to delegate duties for increased efficiency and competing deadlines.
- Intermediate to Advanced knowledge of personal computers and related software including Microsoft Office.
- Ability to collaborate with internal and external customers for mutual resolve.
- Ability to maintain confidentiality. Ability to effectively analyze and supervise Back Office tasks/duties.
- Ability to oversee multiple departments within the section and utilize a proactive approach with incoming task and day to day operations.
Physical Demands:
The position frequently requires stooping or bending. Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Position Type and Typical Hours Work:
This is a full time position. Days and hours of work are typically Monday-Friday, 8am-4:30pm. Additional hours and weekends may be required based on business needs of the department.
Work Environment:
There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. Travel to and from different work sites may be required and expose the individual to less than optimal weather conditions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Reporting Relations:
- Reports to Position: Manager, Back Office Services
- Supervises Positions: Administrative Assistant, CSR Supervisors, Lead CSRs, Customer Service Representatives
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
- Medical
- Dental
- Vision
- Wellness
- Life Insurance
- Long-term disability
- Employee Assistance Program
- 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
- 10 county holidays plus one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
- Retirement pension (TCDRS)
- Flexible schedules (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
- Flexible schedules (varies by department)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01
Do you have a high school diploma or G.E.D. equivalent from an accredited institution?
- Yes
- No
02
Do you have a minimum of four (4) years' of supervisory or managerial experience in customer service handling escalated accounts and violations?
- Yes
- No
Required Question