SUNPASS CUSTOMER SERVICE OPERATIONS ANALYST - 55001795

State of Florida • FL

88d • $54,590 - $60,000

About The Position

The SunPass Customer Service Operations Analyst position at the Florida Department of Transportation contributes to the agency by ensuring operational excellence and contract compliance. The role involves delivering accurate, data-driven insights into customer service performance, analyzing key metrics such as vendor SLAs, call volumes, and customer satisfaction trends, while helping identify opportunities for improvement and supporting strategic decision-making. The position is part of the Office of Toll Operations and is located in Boca Raton, FL.

Requirements

• Knowledge of business process analysis and vendor contract key performance indicators (KPIs).
• Proficiency in Microsoft Office, Excel, Word, PowerPoint, and reporting tools (PowerBI).
• Experience in vendor contract enforcement and compliance monitoring.
• Understanding of contemporary business operations concepts and practices.
• Skills in complex data modeling and statistical analysis techniques.
• Ability to document business processes.
• Strong verbal and written communication skills.
• Organizational and time management skills.

Responsibilities

• Compiles, interprets, and analyzes operational data such as vendor performance through Service Level Agreement (SLA), Customer service operation metrics such as call and chat session volumes, customer satisfaction (CSAT) trends, and circulates insights to Customer Success Manager and senior management.
• Maintains reporting dashboards to ensure proactive monitoring of key performance indicators (KPIs) and contract compliance.
• Has strong knowledge of all operations vendor contract requirements in order to ensure performance compliance.
• Works closely with vendors and senior management.
• Provides daily, weekly, and monthly statistical reports supporting SunPass Customer Service operations.
• Sources data from a variety of internal and external sources to ensure accuracy and transparency.
• Verifies the integrity of vendor-submitted performance data.
• Ensures reporting aligns with Florida’s Turnpike Enterprise (FTE) contractual requirements.
• Partners with the quality assurance (QA) and information technology (IT) teams to validate system integration and reporting consistency.
• Analyzes data trends and provides actionable recommendations to senior management for operational improvements.
• Forecasts future trends and translates insights into continuous improvement activities.
• Contributes to the development and revision of policies and procedures to support evolving business needs.
• Serves in times of emergency to support state response efforts and ensuring continuity of operations.

Benefits

• Health insurance (over 90% employer paid)
• $25,000 life insurance policy (100% employer paid)
• Dental, vision and supplemental insurances
• State of Florida retirement package
• 10 paid holidays a year
• Generous vacation and sick leave
• Career advancement opportunities
• Tuition waiver for public college courses
• A variety of training opportunities
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees