SENIOR GAMES ADMINISTRATION MANAGER

Job title: SENIOR GAMES ADMINISTRATION MANAGER

Company: State of Florida

Job description: Requisition No: 510521

Agency: Department of Lottery

Working Title: SENIOR GAMES ADMINISTRATION MANAGER – 36000865

Position Number: 36000865

Salary: $47,669.64 – $52,436.60

Posting Closing Date: 11/21/2021

GENERAL DESCRIPTION:

This manager position requires extensive independent judgment in administering specialized Lottery gaming functions, strategic planning and execution of all customer service operations and management activities of the Games Administration (GA) work unit. The incumbent of this position reports directly to the Deputy Secretary of Gaming Operations and is responsible for ensuring the integrity of all Lottery games by carrying out the required job.

**This position is only available to internal agency applicants. Any applicants that not employed by the Florida Lottery will be automatically disqualified.**

ESSENTIAL DUTIES:

• Each employee is expected to be knowledgeable of the Lottery’s Responsible Gaming program, including the No Underage Play and Play Within Your Means messaging, and will ensure retailers and players are aware of the program and provided information, as necessary.
• Builds, develops, and manages the unit to ensure the successful implementation of customer service strategies and effective customer relations.
• Works in a team environment, overseeing the daily activities of all the GA Managers and the Administrative Assistant I.
• Provides direction and oversight to help the GA Managers set expectations for the GA team to help ensure that all GA Analysts are performing technical and administrative tasks necessary to ensure optimal service.
• Plans workloads, workflows, deadlines, work objectives, and time utilization with GA Managers.
• Motivates GA unit to continuously strive to improve processes and enhance the quality of work performed.
• Designs, reviews, evaluates, and provides guidance to managers via frequent informal review processes that include dashboards and monthly reporting as well as weekly and daily call report monitoring, defining responsibilities, and meeting regularly with employees to ensure that pre-established criteria are met.
• Reviews and approves leave requests.
• Reviews and provides suggested edits on Lottery game rules, point of sale materials, ticket stock, playslips, and any other materials routed through GA for approval.
• Meets with SQA manager to assist with developing testing schedules that include GA, trains the GA Analysts on effective testing practices, and develop and maintain defect reporting processes and issue escalation procedures.
• Attends gaming system vendor meetings weekly and responsible for reviewing software documentation including scope, change requests, specifications, and release notes with GA staff before changes are implemented to ensure impacts are known.
• Trouble-shoots and resolves non-routine customer complaints and inquiries that must be escalated.
• Reviews required documentation prepared by GA Managers to recruit GA positions, conduct interviews, and select candidates for position vacancies within GA.
• Prepares reports, documents, and studies as required.
• Ensures that all operating procedures are maintained accurately. Changes are well documented and communicated timely to all employees.
• Works with GA Managers to maintain current Units Task & Skills Assessment Snapshots, Procedure and Audit Checklists, and Individualized Training Plans for each member of the GA team.
• Ensure that GA Managers work with all GA Analysts to develop individualized training plans and all employees are well trained in every area identified on their training plan.
• Attendance is an essential function of this position.
• Performs regular audits of Managers work to ensure procedural compliance and provide performance measurements.
• Looks for trends in analyses provided by GA Managers to determine if information needs to be reviewed by senior management.
• Provides exceptional customer service to all internal and external customers.
• Provides oversight to managers and analysts helping retailers via the Retailer Hotline by responding to questions relating to selling, canceling, adjustments, inventory and settlement reconciliation, validation and terminal operation, and service that must be escalated.
• Investigates and approves retailer terminal and scratch-off ticket adjustment requests per established procedures.
• Familiar with draw processes and oversees procedures related to game control functions such as: game close, entering of winning numbers and payouts and setting to pay in accordance with current policies and procedures for both Florida and national games.
• Works with Managers to use the Call Tracking System data to compile documentation of retailer communications requiring follow up which may pertain to service, terminal operation, sales, validations, adjustments, inventory and/or scratch-off book status changes, reporting to the district offices each week as directed.
• Keeps executive management abreast of public inquiries, suggestions, complaints, and general information.
• Acts as the voice of the customer, championing change and improvements across the customer experience. Drive change and influence future game launches to support and achieve improvements in the customer experience. Analyzes incoming calls and correspondence patterns; maintain staffing models and resources.
• Attends meetings representing the Deputy, and actively participate in assigned projects involving cross functional units as directed.
• Maintains a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Develops continuous improvement plans and makes recommendations based upon employee and customer insight.

Knowledge, Skills, and Abilities:

• Ability to effectively use the internal integrated office automation systems and equipment.
• Ability to use effective problem-solving techniques.
• Ability to plan, organize and coordinate work assignments.
• Ability to organize and apply applicable rules, regulations, policies, and procedures
• Ability to work independently.
• Ability to manage information of a confidential or proprietary nature.
• Ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
• Ability to lead a service driven call center operation through periods of significant growth or change. Ability to perform in a team environment, maintaining effective and professional working relationships with others.
• Working knowledge of automated inventory systems and database systems.
• Broad knowledge of effective customer service practices.
• Broad knowledge of accounting practices.
• Knowledge of effective business communication.
• Knowledge of office procedures and practices.
• Demonstrates excellent communication and leadership skills to lead and motivate a growing and changing business operation.

Other job-related requirements for this position:

Successful passing of a criminal background check (state, local, and national) is required).

Maintains strict confidentiality of information learned while working with the Florida Lottery, whether learned through assigned duties or through working with other units. The types of confidential information may include, but are not limited to, payroll information, budget matters, policy decisions, tax matters, trade secrets, employee disciplinary issues, and other personnel data.

Licensure/Registration/Certification Requirement:

The completion of high school, or the equivalent, resulting in the awarding of a high school diploma or the equivalent, such as the General Education Development (commonly referred to as a GED) award.

Work Hours:

Total hours in workweek: 40

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.

Expected salary: $47669.64 – 52436.6 per year

Location: Tallahassee, FL

Job date: Fri, 12 Nov 2021 23:10:02 GMT


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