Job Title: Shift Incharge – Toll OperationsJob Summary
The Shift Incharge is responsible for managing the day-to-day toll plaza operations during the assigned shift, ensuring smooth traffic flow, accurate toll collection, staff supervision, compliance with operational procedures, and excellent customer service while maintaining safety and operational efficiency.
Key Responsibilities
- Supervise toll booth operators, cashiers, and shift staff during the assigned shift.
- Ensure uninterrupted toll collection operations at all lanes.
- Monitor traffic flow and minimize congestion at the toll plaza.
- Verify cash collection, electronic toll transactions, and daily shift reports.
- Ensure proper handling and reconciliation of cash as per company procedures.
- Coordinate with maintenance teams to resolve equipment or lane-related issues.
- Monitor the functioning of toll collection systems, CCTV, boom barriers, and communication equipment.
- Handle customer complaints and resolve operational issues promptly.
- Ensure compliance with company policies, standard operating procedures (SOPs), and regulatory guidelines.
- Prepare and submit shift reports, incident reports, and operational records.
- Monitor employee attendance, discipline, grooming, and shift deployment.
- Coordinate with security personnel during emergencies and security incidents.
- Ensure workplace safety and emergency response procedures are followed.
- Report equipment failures, accidents, revenue discrepancies, or unusual incidents to the Toll Manager.
- Assist in training new toll operators and support continuous performance improvement.
Required Skills
- Leadership and team management
- Cash handling and reconciliation
- Knowledge of toll management systems and FASTag/electronic toll collection
- Strong communication and interpersonal skills
- Problem-solving and decision-making
- Report preparation and documentation
- Basic computer proficiency (MS Excel, MS Word, email)
- Conflict resolution and customer service
- Ability to work in rotating shifts
Qualifications
- Graduate in any discipline (preferred).
- Diploma holders with relevant experience may also be considered.
- 3–5 years of experience in toll operations, with at least 1–2 years in a supervisory role.
Key Performance Indicators (KPIs)
- Toll collection accuracy
- Revenue accountability
- Lane uptime and operational efficiency
- Average vehicle processing time
- Customer complaint resolution
- Staff attendance and productivity
- Compliance with SOPs and safety standards
- Timely submission of reports
Reporting To
- Toll Manager
- Plaza Manager
Pay: ₹20,000.00 - ₹28,000.00 per month
Benefits:
Work Location: In person
