DIRECTOR OF SUNPASS OPERATIONS - 55014487

Requisition No: 830995 

Agency: Department of Transportation

Working Title: DIRECTOR OF SUNPASS OPERATIONS - 55014487

 Pay Plan: SES

Position Number: 55014487 

Salary:  $121,962.39 - $147,789.72 

Posting Closing Date: 06/26/2024 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SUNPASS PROGRAM

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: KATHLEEN KIEFER       

CONTACT PHONE NUMBER: 561-488-5426

CONTACT EMAIL ADDRESS: Kathleen.Kiefer@dot.state.fl.us

ANTICIPATED BI-WEEKLY HIRING SALARY: $5,684.22.

SPECIAL REQUIREMENTS:  You may be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.
In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office located at 605 Suwannee Street, Tallahassee, Florida 32399, or call (850) 414-5300 for assistance.  

POSITION DESCRIPTION: Oversees the work of department managers and work unit supervisors of SunPass Operations including Call Centers, Walk-in Centers, Violation Enforcement Department, Special Response Team, SunPass Quality Assurance and Audit Department, Fullfilment, Customer Outreach and Welcome Center staffing, Centralized Customer Service System, Customer Communications including mailings, all SunPass training; plans, prioritizes, provides direction and oversees work loads and deadlines; evaluates work performance of subordinates and provides mentoring to continually develop staff.

Analyzes administrative, budget, management reports, Key Performance Indicators (KPI) and identifies potential problem areas, and recommends and implements corrective action as necessary. Evaluates all SunPass daily operations and makes changes to improve the efficiency, effectiveness, and quality of service. Provides direction and prioritizes resources to ensure proper support of changing needs.

Manages and monitors all SunPass contracts including: Pride Rehabilitative Industries and Diversified Enterprises (PRIDE), Staffing Contracts, and third-party collection contracts. Acts as project manager for major initiative that impact the efficiency and effectiveness of the SunPass Department.

Creates the yearly operating and work program budgets and effectively manages budget allocations to ensure the efficiency of the SunPass Department. Assists in the development of short term and long term strategic plans.

Authorizes a variety of personnel actions including terminations, promotions, and transfers; identifies needs for the training and development of new and existing employees; creates and effectively uses a staff succession plan.

Ensures compliance with state and federal laws, rules, and guidelines, and Department of Transportation/Office of Toll Operations policies and procedures. Provides and/or approves input in formulating new policies and procedures and oversees changes to existing policies and procedures as required to improve operations. Represents the Department at meetings with other governmental agencies, contractors, industry groups, and the general public at the direction of the Director of Toll Systems and/or in the absence of the Director of Toll Systems .

KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of business principles, organizational structure, operational planning, strategic planning, and manpower modeling and utilization; Knowledge of customer service practices and principles used in heavy traffic customer service and call center environments; Knowledge of inventory systems and distribution/fulfillment operations, methods, and practices used in a high volume distribution operation; Ability to communicate clearly and effectively and convey ideas - both verbally and in writing; Ability to plan, organize, and conduct activities independently; Ability to administer and manage multiple projects and diverse assignments simultaneously; Skill in decision making techniques; Ability to exercise proper judgment; Ability to perform work in a timely, efficient, effective, and professional manner and to perform duties under pressure and time constraints; Knowledge of sound management practices; Ability to lead, motivate, coordinate, and supervise the work of others; Ability to work effectively as a team member; Ability to understand and enforce rules, regulations, policies, and procedures; Ability to collect, organize, and analyze information to solve problems, develop recommendations and present results; Ability to create a team environment and to effectively lead organizational development and change; Ability to effectively manage and support a diversified work force; Skill in dealing with the public in a courteous and tactful manner; Skill in the use of office equipment including personal computers, fax machines, copiers, and calculators; Ability to use business mathematics; Knowledge of Telecom system for Customer Service operations; Ability to supervise; Ability to interpret contractual agreements and compliance; Skills in budget management. Ability to manage contractors/consultants in a contract manager role; Ability to effectively communicate with senior-level management.

OTHER JOB RELATED REQUIREMENT: A level 1 background check is required.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.