Head of Traffic & Tolls

The Head of Traffic & Tolls is responsible for departmental processes such as setting objectives for team members, managing budgets & invoices, developing processes for maximum productivity. The department head will oversee incoming mail and toll volume, develop team members’ knowledge of services, products, and troubleshooting techniques, & analyze call center data, The department strives to ensure timely and clear processing between violations & citations under the name of Sixt. The department head must be proficient in communicating with internal departments, rental offices, local traffic municipalities and customers.

Key Tasks and Responsibilities

  • Assume responsibility of budgeting and tracking department monthly expenses
  • Exceeding and meeting departmental objectives, including revenue generation, citation processing times and service level targets.
  • Ensure all traffic violations and parking citations are processed correctly and in a timely manner.
  • Ensure quality of data entry and customer service.
  • Prepare reports & analyzing call center data for different departments or upper management
  • Checking vendor invoices for accuracy
  • Partnering with branches/departments on fleet issues relevant to traffic/parking citations
  • Prioritizing and meeting deadlines for assigned projects within the department
  • Ensure monthly bonus reviews and annual employee appraisals are being conducted
  • Looking constantly for development as well as continuous improvement including monitoring, motivating, organizing, and coaching the team on a day-to-day basis
  • Creating a sense of urgency within the employees and resolving employee issues.
  • Handle escalated calls, complaints, questions, and queries as necessary
  • Strong knowledge of customer care techniques and processes.
  • Ensure all employee performance/quality evaluations are conducted monthly
  • Facilitating cross functional communication within the company for improved working condition.
  • Actively participate in monthly and weekly meetings.

Your Qualities

  • Associates degree (required), Bachelor’s degree is a plus.
  • Microsoft Office proficient (Word, Excel, Power Point, Outlook)
  • Must have a minimum of 1-2 years managerial experience. Managerial position in a contact center environment preferred or contact center experience
  • Must have good supervisory and strong communication skills
  • Must have the ability to work under stressful and unusual situations in order to maintain good customer service
  • Experience in Data Processing, Controlling, Customer Service preferred
  • Strong attention to detail and ability to work rapidly, but accurately.
  • Strong organizational skills with the ability to multi-task
  • Exceptional interpersonal skills required.
  • Demonstrate strong verbal and written communication skills.
  • Excellent relationship building skills
  • Excellent analytical and listening skills
  • Must be at least 18 years old
  • Must be able to work 40 hours per week and overtime when necessary.
  • Must be able to work a flexible schedule including day and/or evening hours.
  • Ability to communicate in other languages (Spanish, French, Portuguese, German, etc.) is a plus.

Why Choose Sixt?

As a global mobility service provider, SIXT is well-known for over a century of innovative products and customer-orientated services. The company’s success and dynamic growth is based on their employees’ commitment. We champion an energized work culture, development opportunities and growth potential! In addition, we offer a competitive salary and employee benefits.