OPERATIONS REVIEW ANALYST - 36000460

State of Florida • Tallahassee, FL

8d • Onsite

About The Position

This is a professional position responsible for performing advanced compliance monitoring, analytical problem solving, and operational analysis in support of Games Administration operations. The incumbent of this position reports directly to the Games Administration Manager. Responsibilities require the use of independent judgment in analyzing complex retailer, player, and transactional data, as well as interpreting and ensuring compliance with state statutes, administrative rules, and internal policies. The incumbent provides analytical insight into and reporting on Lottery operations by evaluating customer interactions, including calls and emails, to identify trends in response to games and promotions. This role synthesizes customer feedback to inform cross-functional partners and supports management in enhancing the customer experience, improving processes, and maintaining operational integrity and compliance. The incumbent must possess comprehensive knowledge of Lottery operations, including customer service functions, gaming systems, and applicable regulatory requirements. with the ability to apply this knowledge to analyze customer feedback and identify trends impacting the player experience. With this knowledge, the incumbent identifies potential risks, investigates irregularities, and provides recommendations to management regarding operational improvements and compliance actions. The incumbent assigned to this position is responsible for carrying out the duties described below in accordance with prescribed policies and procedures.

Requirements

• High School Diploma or equivalent (GED) required.
• 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, employee disciplinary issues, and other personnel data.
• Ability to communicate clearly, effectively, and accurately both orally and in writing.
• Ability to effectively use internal integrated office automation systems and equipment.
• Ability to use effective analytical and problem-solving techniques.
• Ability to plan, organize, prioritize, and coordinate work assignments for self.
• Ability to work independently while also providing feedback and guidance to others.
• Ability to manage information of a confidential or proprietary nature.
• Ability to research, compile and analyze data.
• 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.
• Ability to maintain effective and professional working relationships while promoting respect and courtesy among team members in accordance with Lottery personnel policies.

Responsibilities

• Support draw operations and customer service functions by responding to retailer and player inquiries related to ticket sales, cancellations, validations, inventory, settlements, promotions, terminal operations, and other lottery-related matters. Ensure calls are accurately documented within the Call Tracking Database and that follow-up items are resolved timely and appropriately.
• Perform a broader range of operational duties requiring advanced knowledge of draw procedures, retailer operations, customer service processes, and gaming system functionality.
• Maintain proficiency in Draw Supervisor and Draw Analyst functions and perform game control responsibilities as assigned to support operational continuity, staffing coverage, training activities, and emergency operations.
• Provide operational support during staffing shortages, high call volume periods, system events, promotions, and other business needs while balancing assigned draw and administrative responsibilities.
• Assist with testing activities, procedural reviews, documentation updates, training support, operational research, reconciliations, reporting, and other special assignments as directed.
• Exercise independent judgment in resolving operational issues, identifying discrepancies, researching customer or retailer concerns, and escalating matters requiring supervisory review.
• Analyze customer interaction data, including calls and emails, to identify and interpret trends in player response to Lottery games and promotions.
• Provide management with insights regarding game and promotion customer feedback.
• Identify unusual patterns in retailer activity or player behavior that may warrant further review.
• Compile, analyze, and interpret data to support decision-making and strategic planning.
• Track and communicate gaming system changes, promotional information and timelines to Games Administration staff to support effective implementation of initiatives.
• Assist the Games Administration Manager in evaluating proposed gaming system changes and identifying potential impacts to retailers, players, and operations.
• Participate in product timeline and planning meetings to represent Games Administration and collaborate with cross-functional business units regarding upcoming gaming system changes and promotional initiatives.
• Monitor, assess, and inform management of operational impacts following system changes.
• Work closely with analysts and manager to review existing operational processes and process documentation to identify opportunities for automation and improved efficiency.
• Recommend, document, and assist in implementing process improvements to enhance operational effectiveness.
• Collaborate and coordinate other business units when process changes impact multiple operational areas.
• Participate daily in retailer status changes.
• Support compliance and quality assurance initiatives by analyzing customer interactions and operational data to identify gaps, inconsistencies, and opportunities to improve adherence to policies and service standards.
• Support the development and refinement of procedures and controls.
• Support compliance and quality assurance efforts by monitoring customer interactions and operational data to identify trends, risks, and adherence to established policies and procedures.
• Conduct monthly reviews and recommend changes of draw procedures and terminal messaging.
• Maintain adjustment records to ensure the adjustments are processed within the allotted time and verify batches are released within the Aurora system.
• Verify accuracy of prize validations, adjustments, and financial transactions.
• Conduct a weekly review of retailer complaints within the designated Teams channel to monitor issue resolution and ensure accountability through to closure.
• Participate as second seat for all second chance and raffle draws.
• Work with Manager to document and communicate retailer and player feedback related to game operations and promotions.
• Ensure feedback is shared with appropriate Lottery offices such as Product, Sales, Information Technology, or Customer Service.
• Conduct weekly reviews of all open retailer complaints to ensure timely responses from Districts and Security, and follow up on any outstanding or overdue items until resolution is received.
• Update and maintain the complaint tracking log with current statuses, ensuring all responses are documented and escalating any delays, trends, or unresolved issues to management as needed.
• Serve as a liaison between Games Administration and other business units to support operational alignment.
• Assist with the ASK customer-facing email inbox used by Customer Service to solicit and respond to customer inquiries, including monitoring messages, drafting responses, and routing issues as needed.
• Performs other duties as assigned.
• Attendance is an essential function of this position.

Benefits

• Approximately 97.5% of the premium for health insurance
• Individual (~$8/month) or Family (~$30/month)
• 100% of the premium for individual or family dental insurance
• 100% of the premium for basic life insurance
• Employer contributions to the Pension Plan or Investment Plan; contribution levels will vary based upon Pay Plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED