13-Appendix B - Job Descriptions.pdf

APPENDIX B

Job Descriptions

The following job descriptions include the minimum duties candidates shall be expected to perform. This list is not all inclusive, and some job descriptions may not be currently available.

For the purposes of this RFP, generally accepted job descriptions and/or qualifications shall apply if the position is not specifically listed. The requesting department may require additional duties and qualifications, depending on need, and that information may be provided when reviewing candidates.

Since vendors may classify titles differently, the titles used below are assigned for purposes of this specification and should be used by the responding vendor in conjunction with all documentation pertaining to this contract.

Administrative/Clerical o Administrative Assistant o Trainer o Training Specialist o Training Assistant

Customer Service (Bilingual English and Spanish) o Customer Service Representative o Customer Service Supervisor o Customer Service Lead

Image Review o Image Review Annotator Computer Vehicle Annotation Tool (CVAT) o Image Reviewer o Image Review Auditor o Image Review Audit Validation Specialist o Image Review Lead o Image Review Supervisor o Image Review Manager o Image Review Training Coordinator (Bilingual) o Image Review Trainer o Image Review Training Manager

Additional Positions o Back Office Service Manager o Call Center Manager o EZ TAG Storefront Section Manager o Quality Assurance and Training Manager o VE Collections Manager o Payment Processing Clerk o Payment Processing Supervisor o Process Analyst o Payment Processing Clerk Lead o EZ TAG Store Manager II o Quality Assurance Monitoring Specialist o Senior Workforce Analyst o Supervisor, Trainer QA&T o Workforce Analyst o Quality Assurance Supervisor o CVAT Validation Specialist o LAA Specialist o WFM Supervisor o Assistant Manager, Back Office Services o Assistant Manager, Quality Assurance & Training o Assistant Manager, Call Center o Assistant Manager, Collections o Assistant Manager, Storefronts o Collections Lead o Collections Specialist o Collections Supervisor o E-Learning Coordinator

Skill Level for Positions

Skill Level

Level Number Typical Experience Typical Skills

Junior

1 - 3 years

Individual will work successfully with guidance; is able to manage simple to medium complexity work efforts, does not provide leadership to others

Mid- Level

4 - 7 years

Individual is able to work without assistance; is able to manage medium complexity work efforts; has some industry experience; can provide limited leadership to others

Senior

8 - 11 years assistance; is able to manage complex work efforts; may have advanced education; may have deep industry experience; is expected to provide leadership for others

Expert

12+ years assistance; provides leadership for others; able to manage highly complex work efforts; may have advanced education; has extensive industry experience o Skill Levels generally defines the level of knowledge, expertise and/or experience necessary in the key skills or technologies for a given role.

o Level Number generically maps the skill level and typical number of years or experience.

Vendors are encouraged to consider all three factors as it relates to the level of work that is expected of the resource to be engaged.

o Typical Experience is generally representative of the number of years of experience to acquire the skills and experience levels listed. It is one factor to consider when defining the role being filled. Vendors should use their best judgment in defining the Skill and Experience Level that is most appropriate for the work and role that needs to be filled when creating a request for a resource.

ADMINISTRATION/CLERICAL

Administrative Assistant

The Administrative Assistant is primarily responsible for various administrative duties using knowledge of Harris County policies and procedures related to the department.

Prepares and edits memos, Commissioners Court letters, agreements, budgets and reports using various computer software programs. Receives visitors, answers telephone, routes calls, and takes telephone messages. Keeps records of appointments/meetings, maintains files and records, and performs other related general office duties.

Duties & Responsibilities Prepares, monitors and follows up on new hire or temporary personnel paperwork, promotions, merits, disciplinary documentation, contractor badges, and VPN applications and all other departmental Human Resources related items.

Ensures all departmental new hires receive necessary accesses and equipment during onboarding. Notifies Human Resources of resignations and terminations.

Prepares and edits memos, Commissioners Court letters, agreements, budgets and reports using various computer software programs.

Receives visitors, answers telephone, routes calls, and takes messages as needed.

Keeps records of appointments/meetings, maintains files and records, and performs other related general office duties as requested.

Routes a variety of Harris County communications for required signatures.

Prepares purchase order requests and addenda for the approved agreements and amendments.

Receives, prepares and maintains payroll submittals and files.

Maintains inventory of office supplies. Anticipates needs, places, and often expedites, orders as necessary. Places maintenance calls or submits replacement requests for all department office equipment.

Knowledge, Skills, Abilities o Basic Computer Skills.

o Proficient with Microsoft Office.

o Strong organizational skills.

o Knowledge of office management services, functions, organizational structure, and operational policies & procedures for the department.

o Excellent verbal and written communication skills.

o Ability to operate and/or utilizes a variety of standard business and office machines and equipment.

o Ability to establish and maintain effective working relationships with others.

o Ability to be dependable and maintain good attendance.

o Ability to maintain confidentiality.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable lighting and climate control is provided. Occasional trips to non-climate controlled Harris County facilities may be required. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.

Typical Hours of Work Days of work are Monday-Friday. Hours may vary based on business needs of the department.

Required Education/Experience High School Diploma or equivalent.

Administrative Assistant I - 1 year of experience Administrative Assistant II - 3 years of experience Administrative Assistant III - 5 years of experience Administrative Assistant IV - 7 years of experience Administrative Assistant V - 10+ years of experience

Trainer (Customer Service) The Customer Service Trainer is responsible for conducting all training for customer service representatives (CSRs) to ensure that ongoing staff development, training goals, and CSRs are performing at expected levels. This position provides CSRs with in-depth knowledge of HCTRA processes/systems and defines quality service. The CS Trainer performs call monitors and performance analyses; identifies development needs, creates corrective action plans, recognizes learning trends to achieve quality of service. CS Trainer prepares and delivers training materials for the Customer Service section; makes recommendations on changes and updates to training program and materials. Collaborates with section leadership to address disciplinary and/or performance problems according to HCTRA policy.

Conducts training classes for new CSRs covering specified areas such as product knowledge, customer account research, customer service principles and procedures, de-escalation and negotiation techniques, use of current software programs, quality and process issues, and on-the-job training.

Monitors training progress and ensures all trainees meet learning objectives, achieve performance measures, and effectiveness.

Assists in developing and maintaining training materials, processes, and teaching methods;

conducts research and makes recommendations on changes to training program, content, and materials.

Conducts periodic quality assurance call-monitoring to ensure all CSRs are providing expected level of customer service.

Provides refresher training for new and existing CSRs to reinforce skills as needed.

Knowledge, Skills, Abilities o Excellent communication (written and verbal) and interpersonal skills.

o Strong presentation skills, enthusiasm for learning and has the ability to promote continuous learning.

o Strong customer service skills with an expertise on de-escalations and negotiations.

o Working knowledge of personal computers and related software including

Microsoft Office.

o Ability to make sound decisions based on HCTRA practices with minimal assistance.

o Ability to work in a team environment and adapt to change.

o Knowledge of the State statute and requirements for toll violation and collection processes.

o Ability to have a proactive approach and prioritize tasks using effective time management skills.

o Ability to find techniques, learning strategies and engaging ways to relay the same concepts.

o Ability to assess Employee performance.

Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different work sites may be required.

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Days of work are Monday-Friday. Hours may vary based on business needs of

High School diploma or GED required from an accredited institution.

Minimum three (3) years' experience in customer service or call center environment required.

Experience shadow training new and/or existing employees.

Training Assistant Oversees Customer Service employees in the role of “training instructor” for new employees and for existing customer service representatives while training on a specific issue or initiative. Responsible for research, needs analysis, and delivery of training materials for the Customer Service Section. Training to include both customer service and software/technical programs. Partners with managers to address disciplinary and/or performance problems according to HCTRA policy.

Facilitates training classes for new employees covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality and process issues, and product knowledge.

Evaluates progress of trainees ensuring that all persons receiving training achieve an acceptable level of performance.

Conducts periodic phone call monitoring to ensure that all CSRs are providing the level of customer service that is required.

Conducts recurring training for existing customer service employees.

o Strong customer service skills with an expertise on de-escalations and negotiations.

o Working knowledge of personal computers and related software including

Microsoft Office.

o Makes sound decisions based on HCTRA practices with minimal assistance.

o Ability to work in a team environment and be open to change.

o Knowledge of the State statute and requirements for toll violation and collection processes.

o Ability to have a proactive approach and prioritize tasks using effective time management skills.

Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required.

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Days and hours worked are typically Monday through Friday from 8:00 a.m. to 4:30 p.m.

Hours may vary based on the business needs of the section.

High School diploma or GED required.

Some college preferred. Directly related experience may be substituted for college education.

Two (2) to four (4) years of experience in customer service/relations. One (1) year of training/teaching experience.

Training Specialist Oversees the facilitation of Customer Service employees training for new employees and/or existing customer service representatives while training on a specific issue or initiative. Assists Quality Assurance Management team in acquisition, selection, training, and scheduling of customer service personnel. Responsible for coordinating with temporary agencies and Human Resources for recruitment of all customer service representatives. Responsible for creating and maintaining a systematic analysis process, that will document and track customer service employees for the first ninety (90) of employment with Harris County. Partners with section management team to address disciplinary and/or performance problems according to HCTRA policy.

Assists Customer Service Management team in acquisition, selection, training, and scheduling of customer service personnel. Responsible for coordinating with temporary agencies and Human Resources for recruitment of all customer service representatives.

Provides support to the manager/assistant manager in directing all operations of the Quality Assurance and Training staff.

Evaluates progress of trainees ensuring that all persons receiving training achieve an acceptable level of performance.

Conducts periodic phone call monitoring to ensure that all CSRs are providing the level of customer service that is required.

Conducts recurring training for existing customer service employees.

o Excellent communication (written and verbal) and interpersonal skills o Strong customer service skills with an expertise on de-escalations and negotiations.

o Working knowledge of personal computers and related software including

Microsoft Office.

o Ability to work in a team environment and be open to change.

o Knowledge of the State statute and requirements for toll violation and collection processes.

o Ability to have a proactive approach and prioritize tasks using effective time standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required.

equivalent weight) may be required.

High School diploma or GED required.

Some college. Directly related experience may be substituted for college education.

Four (4) years' experience in customer service/relations.

Three (3) years' of training/teaching experience.

CUSTOMER SERVICE

Customer Service Representative The Customer Service Representative (CSR) builds professional rapport and provides excellent customer service to all inquiries such as EZ TAG fulfillment, updating accounts, and standard violation resolution. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. This position is required to meet defined quantitative and qualitative performance targets to maintain operational standards. The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates.

Duties & Responsibilities Using available resources and defined research procedures, establishes professional and friendly rapport with customers by responding quickly and accurately to all inquiries regarding account activity, tag fulfillment, and standard violation resolution.

Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.

Meets daily qualitative and quantitative targets to maintain operational standards.

Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.

Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed.

o Ability to speak clearly, correctly and listen effectively.

o Knowledge of basic math.

o Good written and interpersonal skills.

o Strong customer service skills.

o Good analytical and organization skills.

o Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.

o Must possess keyboarding skills of 30 wpm and 10-key touch.

o Ability to work in a team environment and be open to change.

o Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.

o Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner.

o Ability to establish and maintain effective working relationships with others.

o Must be able to maintain confidentiality.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Required Education/Experience High school diploma or G.E.D. equivalent from an accredited institution. Previous relevant customer service experience required.

CSR I - 0-1 year of customer service experience CSR II - 1-3 years' customer service experience CSR III - 3+ years' customer service experience

Customer Service Representative Supervisor The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.

Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.

Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.

Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with HCTRA policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.

Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.

Reviews financial reports for the purpose of auditing inventory and processed transactions.

Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.

Knowledge, Skills, Abilities o Strong supervisory skills.

o Strong customer service skills with an expertise on de-escalations and negotiations.

o Excellent communication (written and verbal) and interpersonal skills.

o Working knowledge of personal computers and related software including

Microsoft Office.

o Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.

o Ability to work in a team environment and be open to change.

o Ability to maintain confidentiality.

o Knowledge of the State statute and requirements for toll violation and collection processes.

o Ability to have a proactive approach and prioritize tasks using effective time o Must possess keyboarding skills of 35 wpm.

standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.

include days, evenings, nights, and weekends.

High School diploma or G.E.D. equivalent required from accredited institution. Minimum four years of experience in customer service and/or call-center environment. Minimum three (3) years' previous relevant leadership or supervisory experience required.

Customer Services Representative Lead The Lead Customer Service Representative (CSR) provides leadership and coaching to assigned team by monitoring employee-customer interactions for quality and accuracy.

Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research, negotiations, and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.

Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, identifies attendance patterns, and addresses improvement opportunities.

Ensures optimal time utilization and team workload, deadlines, and work objectives are achieved.

Performs escalated account research, negotiations, and creates payment plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner.

Collaborates with upper management to complete employee evaluations as defined according to each section.

Ensures customer service representatives (CSR) are informed of all procedural and product updates.

o Makes sound decisions based on HCTRA policies and procedures with minimal assistance.

o Strong customer service skills with an emphasis on de-escalation and negotiation skills.

o Strong communication (written and verbal) and interpersonal skills.

o Working knowledge of personal computers and related software including

Microsoft Office.

o Ability to lead a team.

o Ability to maintain confidentiality.

o Knowledge of the State statute and requirements for toll violation and collection processes.

o Multi-tasking capabilities; ability to think logically, be flexible and goal-oriented.

o Ability to proactively prioritize tasks using effective time management skills.

o Must possess typing skills of 35 wpm.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard include days, evenings, nights, and weekends.

High school diploma or G.E.D. equivalent required from an accredited institution.

Minimum three years of customer service experience.

CSR IV - Lead CSR

IMAGE REVIEW

Image Review Annotator (CVAT) The CVAT Annotator position is responsible for preparing and assessing relevant data in order to maintain and improve existing features and accuracy for machine learning purposes utilizing the Computer Vision Annotation Tool (CVAT) which is used to train data produced by performing image annotation. Will review information that is used to interpret vehicle images for determining specific details such as vehicle type, license plate type, number, state codes, and any plate number prefixes and suffixes to ensure that the process runs smoothly and that data annotation quality remains high. Successful completion of the HCTRA Opportunity Learning Academy is a prerequisite for this position.

Transcribes and annotates data for various pieces of information using in-house machine learning tools to analyze content, extract information, and provide needed information with high accuracy and consistency.

Follow all existing HCTRA security policies in order to protect County and Customer information.

o Ability to learn, retain, and apply specific job knowledge and technology required for the job.

o Excellent communication (written and verbal) and interpersonal skills.

o Meticulous attention to detail for accuracy.

o Strong time-management skills for assignment completion.

o Ability to work independently with limited supervision.

o Data entry proficiency.

o Ability to meet hourly/daily section requirements.

o Ability to adjust to changing processes.

o Proficiency in Microsoft Office, Outlook, and the Internet.

o Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.

o Assess whether processes and procedures are functioning properly.

o Strong computer skills.

o Good organizational skills.

o Ability to perform other related job duties as assigned.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditioning is provided, or an alternative environment that is conducive to achieving section requirements.

Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Hours may vary based on business needs of the department.

High School Diploma or its equivalent from an accredited institution.

Demonstrates practical knowledge or application of Image Review processes.

2-4 years Clerk III 000105 4-6 years Clerk III 000105 6+ years Clerk IV 000106

Image Review Auditor The Image Review Auditor is responsible for auditing internal and vendor-processed images for accuracy to ensure that images have been properly identified. Will review and verify that the correct application methods have been used with regards to license plate number and plate state codes, plate type, vehicle type, and any plate number prefixes and suffixes. This position also reviews rejected images to ensure the proper reject codes have been used based on the approved hierarchy. This position plays a key role in preventing revenue loss and assisting in revenue recovery. Successful completion of the HCTRA Opportunity Learning Academy is a prerequisite for this position.

Audit and confirm image results from Image Reviewers to ensure correct identification and application of the vehicle license plate number, plate state codes, plate type, vehicle type, and any plate number prefixes and suffixes where necessary. Identify, document, and verify image review results.

Daily reporting of anomalies, and/or inaccuracies in processes and procedures.

Follow all existing HCTRA security policies in order to protect county and customer o Meticulous attention to detail for accuracy.

o Strong time-management skills for assignment completion.

o Ability to work independently with limited supervision.

o Data entry proficiency.

o Ability to meet hourly/daily section requirements.

o Ability to adjust to changing processes.

o Proficient in MS Word, Excel, PowerPoint, Outlook, and the Internet.

o Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.

o Ability to assess whether processes and procedures are functioning properly.

o Ability to perform other related job duties as assigned.

There are no major sources of discomfort. A normal office environment with acceptable force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.

Days of work are Monday-Friday. Hours may vary based on business needs of the department.

High school diploma or its equivalent from an accredited institution.

Skilled in Image Review Process.

IR Auditor I - 0-2 years experience IR Auditor II - 2-5 years experience IR Auditor III - 5+ years experience

Image Review Lead The Image Review Lead provides leadership, guidance, and encouragement to an Image Review team with a focus on the accurate and timely processing of images for toll violation enforcement. The Lead is responsible for organizing, coordinating, and regulating the daily operations of subordinates while identifying opportunities for continued growth and development and identifying areas for improvement. This position reports to a management team on an ongoing basis and periodically works with training staff to learn new job responsibilities, new software functionality, and/or to perform retraining. Successful completion of the HCTRA Opportunity Learning Academy is a prerequisite for this position.

Reviews images for license plate identification information and enters the data into the provided software application.

Processes quality checks on daily work for team members and provide immediate coaching and feedback on processes.

Monitors and logs employee performance problems according to company policy. Escalate performance issues to management for corrective action as required.

Identifies, documents, and reports recurring abnormalities from image processing reviews to management.

Develops and improves workflow processes as appropriate while providing guidance, encouragement, and relevant resources to employees and ensuring that inquiries are appropriately researched and replied to.

Ensures compliance with all HCTRA security policies in order to protect County and customer information.

o Ability to interact with management and employees at all levels of the Image Review Section.

o Ability to work effectively in an on-site team environment as well as independently while working remotely o Maintain strong organizational skills with attention to detail and ability to prioritize and work well with changing demands.

o Data entry proficiency o Ability to meet hourly/daily section requirements o Ability to adjust to changing processes o Ability to perform other related job duties as assigned.

o Strong leadership skills.

o Proficiency in Microsoft Office, Outlook/E-mail and the Internet.

o Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.

o Ability to maintain confidentiality.

lighting, temperature, and air conditioning is provided, or an alternative environment that is conducive to achieving section requirements.

Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Three (3) years' experience previous Image Review experience.

Image Review Manager The Image Review Manager is responsible for managing and monitoring the work of assigned staff to ensure that goals, objectives, and quality standards are met.

Responsibilities include the communication, motivation, training, and evaluation of immediate staff to build and maintain effective performance levels within the operations of the section. Oversees the coordination of assignments along with ensuring compliance with policies and procedures for subordinate employees. Will have the authority to recommend transfers, promotions, discharges, recognition, or disciplinary action for staff.

Works under minimal supervision with suitable latitude for the use of initiative and independent judgment.

Manages and oversees the operations of assigned section(s) and staff to ensure that established section targeted goals, objectives, and quality levels are met. Coordinates and communicates work goals and objectives; develops schedules, priorities, and standards with supporting staff.

Evaluates section performance and productivity metrics and develops plans, goals, and strategies to help improve these metrics. Makes recommendations concerning operational matters. Prepares and maintains performance reports. Performs other duties as required.

Hires, trains, motivates, and coaches employees as they work to provide attentive and efficient service levels; assesses employee performance; and provides helpful feedback and training opportunities.

Coordinates the use of training materials and other documents as needed to enable the successful implementation of effective and efficient staff development processes and strategies.

Works to resolve conflicts or complaints. Makes recommendations concerning staffing, delivers performance reviews for assigned staff, and addresses ongoing performance and conduct issues.

Knowledge, Skills, Abilities o Effective written and verbal communication skills.

o Ability to coach, support and motivate personnel.

o Ability to determine work priorities, assign work and ensure proper completion of work assignments.

o Ability to establish and maintain effective working relationships with others.

o Ability to understand and apply applicable rules, regulations, policies and procedures.

o Proficient in MS Word, Outlook, Excel, Power Point, and other Windows PC based programs.

o Ability to perform all tasks of supervised employees.

o Ability to handle confidential materials with considerable tact and initiative.

lighting, temperature, and air conditioning is provided, or an alternative environment that is conducive to achieving section requirements.

Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of

High school diploma or G.E.D. equivalent from an accredited institution required.

Associate Degree in Business, from an accredited College or University, in a business-related field.

Minimum three (3) years of supervisory experience or managerial experience or equivalent combination of education and work experience in the tolling industry.

Image Review Supervisor The Image Review Supervisor is responsible for supervising and monitoring the work of assigned Image Review staff to ensure that departmental goals for production and quality are met. This position supports the hiring, training, and performance management of staff, to include problem solving and the enforcement of policies and procedures. This position collaborates with management to oversee the daily operations of assigned staff. The Supervisor assists with the evaluation of productivity and quality, which includes ensuring the accuracy and timely processing of images for toll violation enforcement.

Supervises and monitors the work of employees to ensure department and section targeted objective, quality, and productivity goals are met.

Coordinates workforce scheduling, coaching, mentoring, and skill development for staff.

Identify strengths, weaknesses, and motivation for employees for quality and productivity improvements. Organize team meetings, create and track progression of various tasks and goals.

Manages conflict and ensures staff compliance with policies, procedures, and guidelines.

Provides assistance and support to upper management.

Supports development and implementation of training. Monitor training activity for Leads and new hires.

Trains and maintains supervisory developmental knowledge and skills as they relate to the image review system and processes.

o Ability to interact with management and employees at all levels of the Image

Review Section.

o Ability to work effectively in an on-site team environment as well as independently while working remotely.

o Maintain strong organizational skills with attention to detail and ability to prioritize and work well with changing demands.

o Data entry proficiency.

o Ability to meet hourly/daily section requirements.

o Ability to adjust to changing processes.

o Ability to perform other related job duties as assigned.

o Strong supervisory skills.

o Proficiency in Microsoft Office, Outlook/E-mail and the Internet.

o Ability to make sound decisions based on HCTRA policies and procedures with

Five (5) years' Image Review experience.

Progressive lead/supervisory experience required.

Image Review Trainer The Image Review Trainer is responsible for providing ongoing training and education to aid in the development of skilled, knowledgeable Image Review staff to ensure that key quality business goals are achieved and maintained. The trainer is responsible for ensuring that new employees receive appropriate onboarding training to prepare them for their roles in Image Review. Assists with the development of re-education programs to ensure ongoing staff development and growth. Prepares, develops, evaluates, reviews, and modifies training program materials and components as necessary; creates presentations and conducts training sessions related to course content.

Prepares and teaches learning materials to promote efficiency by developing the skills of personnel to meet key business goals. Conduct meetings, classes, and individual training sessions.

Schedules training sessions or presentations and provide input to assess and maintain program contents.

Implements employee motivational programs for productivity improvement techniques.

Evaluates employee performance to gauge where skills are lacking. Creates training programs to address skill gaps in employees.

Effectively communicates with team members including managers to determine training needs.

Develops on-boarding programs for new employees. Conducts surveys to gauge the effectiveness of programs.

Knowledge, Skills, Abilities o Ability to build, lead, motivate and develop a team in a fast paced environment.

o Ability to find techniques, learning strategies and engaging ways to relay the same concepts o Ability to assess employee performance o Strong oral and written communication skills to include excellent presentation skills o Exceptional time management and organizational skills.

o Strong interpersonal skills to inspire patience, flexibility, creativity and perseverance in others.

o Knowledge of Microsoft Office.

o Adaptability skills.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable

Typical Hours of Work departments.

Experience in communication and organization.

Three (3) years' previous professional experience such as Image Review, customer service, or other business-related field.

Image Review Audit Validation Specialist (Validator) The Image Review Audit Validation (IRAV) Specialist (Audit Validator) is responsible for ensuring the accuracy of the image review process by validating reviewed images from the Image Review and Image Review Audit (IRA) teams. This position will verify an established number of images daily for accuracy and quality of work and will prepare and submit the audit data for management review. Successful completion of the HCTRA Opportunity Learning Academy is a prerequisite for this position.

Reviews images to ensure correct identification of license plate numbers, plate state codes, plate type, vehicle type, and any plate number prefixes and suffixes where necessary.

Identifies, documents, and verifies Image Review and Image Review Audit results.

Documents and reports daily data activity.

Follows all existing HCTRA security policies in order to protect County and Customer

Excellent communication (written and verbal) and interpersonal skills. Ability to pay attention to detail for accuracy.

Strong time-management skills for assignment completion. Ability to work independently with limited supervision.

Data entry proficiency.

Ability to meet hourly/daily section requirements. Ability to adjust to changing processes.

Proficiency in Microsoft Office, Outlook, and the Internet.

Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.

Assess whether processes and procedures are functioning properly. Ability to perform other related job duties as assigned.

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable

Skilled in Image Review and Image Review Audit Processes.

IR Audit Validator I - 0-2 years experience IR Audit Validator II - 2-5 years experience IR Audit Validator III - 5+ years experience

Image Reviewer This position is responsible for accurate and timely processing of images for toll violation enforcement, account posting, lane tuning, and business practices; properly identifying the license plate number and plate state codes, plate type, vehicle type and any plate number prefix and suffixes where applicable. The Image Reviewer will use software to review, verify and accept images or reject images, using the correct disposition reasons. This position is expected to meet/exceed specific personal performance metrics and positively contribute to the achievement of group performance metrics. This position includes a tiering system based on skill set and experience with various levels. These levels are used to provide merit-based promotion opportunities and promotions which modify the responsibilities of the position. The output of this position directly influences customer account billing. Successful completion of the HCTRA Opportunity Learning Academy is a prerequisite for this position.

Reviews images; correctly identifies the license plate number, plate state codes as well as plate type, vehicle type and any plate number prefix and suffixes where applicable; enters the data into the provided software application. Rejects unidentifiable license plates using the correct disposition reasons.

Performs all job functions in a manner that will achieve compliance with established performance measures including other duties as directed by Image Review supervisor.

Identifies, documents, and monitors picture quality and application performance for potential problems. Notifies management for repetitive abnormalities discovered while processing images.

Follows all existing HCTRA security policies in order to protect County and Customer o MS Office (Outlook, Word, Excel) – basic level o Proficient in internet usage o Data entry proficiency o Ability to meet hourly/daily section requirements o Ability to adjust to changing processes o Maintain excellent focus while performing repetitive tasks.

o Effective verbal and written communication skills.

o Ability to interact with management and employees at all levels of the Image

Review Section.

o Ability to work effectively in an on-site team environment as well as independently if working remotely o Maintain strong organizational skills with attention to detail and ability to prioritize and work well with changing demands.

o Ability to work scheduled hours and perform other related job duties as assigned o Must be skilled in the use of PC applications and possess the ability to perform data entry skills.

o Availability to work various shifts

Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Image Reviewer I - 0 year experience Image Reviewer II - 1 year experience Image Reviewer III - 2 years experience

Image Review Training Manager The Image Review Training Manager is responsible for leading and enhancing the performance of assigned personnel to meet defined goals, operational objectives, and quality standards. This role emphasizes strategic oversight through effective communication, employee motivation, targeted training initiatives, and comprehensive performance evaluations to drive departmental efficiency.

The manager coordinates task assignments and ensures team compliance with established policies and procedures. In this capacity, the role holds the authority to recommend personnel actions, including transfers, promotions, terminations, commendations, and disciplinary actions.

Operating with minimal supervision, the Image Review Training Manager is expected to demonstrate sound judgment, discretion, and autonomy in decision-making, ensuring optimal outcomes in line with organizational priorities.

Manages the operations of the Image Review Training section, ensuring alignment with organizational objectives and quality standards, while consulting with the line of business to synchronize work priorities, develop schedules, and establish performance metrics.

Prepare and maintain performance reports and conduct thorough evaluations of internal sections in Image Review Eco-System and vendors to identify productivity gaps and drive operational improvements.

Develop and implement strategic initiatives to enhance operational efficiency and service delivery while monitoring employee performance, providing constructive feedback, and designing tailored training programs to improve skills and engagement.

Manage the recruitment, on-boarding, learning management systems, training, and professional development of division staff.

Responsible for overseeing the development and implementation of new and revised training curricula, ensuring systematic training aligns with the evolving needs of the section.

Conduct regular performance evaluations and proactively manage issues related to employee conduct and productivity.

o Strong management and supervisory skills.

o Excellent verbal and written communication skills.

o Excellent interpersonal skills.

o Maintains knowledge of new methods for teaching and training adult learners.

o Knowledge of Microsoft Office.

o Ability to work in a team environment and be open to change.

o Knowledge of Tolling o Ability to recognize problems, set goals and convert plans into action.

o Ability to effectively review and supervise section activities.

o Ability to have a proactive approach and prioritize task using effective time

This position operates in a standard office environment with appropriate lighting, temperature, and air quality. It routinely involves the use of typical office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Occasional travel to various worksites may be required, which could involve exposure to varying weather conditions.

The position requires frequent walking, occasional standing, and sitting in an office environment. Light lifting—such as carrying up to 20 pounds (e.g., several reams of paper or books)—may also be required.

Standard work hours are Monday through Friday, 7:00 a.m.. to 4:30 p.m; however, hours may vary depending on the business needs of the department.

Minimum five (5) years of supervisory or managerial experience, preferably in training.

ADDITIONAL HCTRA POSITIONS

Back Office Service Manager The Back Office Services Manager performs highly advanced managerial work administering the daily operations and activities of the administrative Back Office Services functions. Primary responsibilities include, but are not limited to, formulating or assisting in the creation of policies and procedures that have the potential to significantly impact other sections. Oversees creating, reviewing, and confirming that the section's processes are effective and efficient, while ensuring that customer service quality levels consistently meet established agency standards. Provides leadership, motivation, training, evaluation and supervision of employees. Will have the authority to recommend transfer, suspension, promotion, discharge, recognition or discipline for subordinate employees. Interfaces with the public, corporations, and other County departments. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

Provides leadership, motivation, training, evaluation and supervision of employees.

Facilitates collaboration with primary management in recommending appropriate action 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 mentor-ship and support for immediate section staff.

Manages day-to-day activities of staff within a large and highly complex business function that includes telephone and customer services, administrative services, inventory, and mail service.

Identifies and analyzes situations, conducts research and gathers information for key issues that need to be addressed.

Oversees the allocation of resources, establishes workload, workflow deadlines, work objectives, and time utilization along with primary management staff to meet established agency goals.

Responsible for interfacing with various county departments and financial institutions as well as reviewing security controls over financial processes associated with the BOS operations.

o Knowledge of administrative, management principles, and best practices to direct, supervise, and coordinate the work of a large group of employees engaged in a variety of tasks.

o Knowledge of Texas State laws and requirements for toll violation processing.

o Extensive knowledge of the services, functions, operational policies and procedures of the section.

o Knowledge of electronic toll collection/violation enforcement operations and procedures.

o Knowledge of basic arithmetic.

o Effective verbal and written communication and interpersonal skills.

o Strong customer service skills.

o Good analytical and organizational skills.

o Ability to plan, organizes, and coordinates work assignments.

o Ability to make decisions and delegate authority.

o Ability to prepare correspondence and comprehensive accurate reports.

o Ability to coordinate planning and assess budgetary needs.

o Skills in using logic and reasoning o Proficient PC operating skills (keyboard, mouse) with working knowledge of MS

Office to include Word and Excel, and databases.

o Excellent time management, organizational and multi-tasking capabilities o Ability to be flexible and goal-oriented.

o Effective communication and listening skills

Work Environment/Physical Demands There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air condition is provided.