LOTTERY - Retailer Services Supervisor II (Manager II)

Job Description

About the Texas Lottery Commission

Our Mission Statement: The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products. The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach.

Texas Lottery Commission is a great place to work!

Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas. We have multiple field offices across the state. We provide free parking for all our employees.

We offer competitive compensation, including merit increases for outstanding performance; longevity payments after two years; opportunities for hybrid work from home for qualifying positions; generous paid leave; health insurance; dental and vision insurance; numerous state and federal holidays; tuition assistance; state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022.

Job Summary:

Performs moderately complex (journey-level) and responsible managerial duties in overseeing the daily operations and activities of the Retailer Services Department in the Lottery Operations Division. Responsible for development of procedures, policies, rules, and regulations. Work involves establishing department goals and objectives; developing schedules, priorities, and standards for achieving department goals; coordinating and evaluating department activities and programs; and developing and evaluating department budget requests. Plans, assigns, and supervises the work of department staff. Uses independent judgment and initiative to develop and implement work techniques and procedures necessary to accomplish department goals. Coordinates activities with other departments of the Lottery Operations Division and with other divisions of the Texas Lottery Commission, state agencies, contracted vendors, and service providers. Works under general supervision with limited latitude for the use of initiative and independent judgment. This position reports to the Assistant Retailer Services Manager in the Lottery Operations Division.



Qualifications:

• Graduation from an accredited four-year college or university is required. (Relevant customer service experience, in excess of the required three years, may be substituted for college on a year-for-year basis.)

• Three years customer service experience dealing with the public is required.

• Three years of program coordination and/or supervisory experience is preferred.

• Experience in bookkeeping, accounting, and/or account collections is preferred.

• Experience in contract management and budgeting is preferred.

• Experience in the lottery or gaming industry is preferred.

• Experience utilizing personal computers to include experience with word processing and spreadsheet software, multi-user databases, and email is preferred.

• Willingness to work irregular hours including weekends, holidays, and nights as required.

• Willingness to travel up to 5% for job-related purposes as needed.

Knowledge, Skills, and Abilities:

• Knowledge of the Texas Lottery Act, Rules, and Policies.

• Extensive knowledge of local, state, and federal laws and regulations relevant to program areas; and of the principles and practices of public administration and management.

• Knowledge of statistical analysis processes.

• Knowledge of program planning and implementation.

• Strong composition and report writing skills.

• Strong organizational skills.

• Ability to establish department goals and objectives.

• Ability to plan, assign, and supervise the work of Retailer Services staff.

• Ability to gather and analyze facts or data, present conclusions, and make recommendations to solve work related problems.

• Ability to prepare concise reports.

• Ability to develop, interpret, and apply Texas Lottery Commission and Retailer Services policies, procedures, and regulations.

• Ability to maintain professionalism in a high-pressure customer service environment.

• Ability to communicate and work effectively with diverse groups of people.

• Ability to establish and maintain effective working relationships with other employees, Lottery vendors, Lottery retailers, and the general public through effective verbal and written communication.

• Ability to work well in stressful situations under strict deadlines.

• Will be required to complete division or commission training to enhance job-related skills.

Physical and Mental Requirements:

• Must be able to sit or stand for extended periods of time, work under deadlines, and operate standard office equipment and computer software.

Essential Job Functions:

Plans, directs, and oversees the operation of the Retailer Services Department in the Lottery Operations Division by:

• Establishing department goals and objectives, and developing and/or approving schedules, priorities, and standards for achieving goals.

• Initiating, developing, implementing, and monitoring guidelines, procedures, policies, rules and regulations relating to department activities and responsibilities, and conducting program reviews to ensure compliance with all policies and procedures.

• Reviewing and analyzing proposed and/or new legislation to determine impact on department operations.

• Identifying areas of needed change and making recommendations to improve operations.

• Developing, managing, and evaluating department budget.

• Representing the agency or division, when appropriate, at Commission meetings, business meetings, hearings, trials, legislative sessions, conferences, and seminars or on boards, panels, and committees.

Manages, assigns, and supervises the activities of staff assigned to department programs by:

• Directing and supporting all aspects of personnel recruitment, training, and management.

• Performing and directing appraisals on department staff.

Coordinates activities with other divisions of the Lottery and other state agencies by:

• Coordinating with the Enforcement Division on issues pertaining to instant and on-line ticket theft, retailer fraud, and lottery rules and regulations relating to ticket sales in licensed retail locations.

• Coordinating with the Legal Services Division to ensure proper handling of all cases involved in the administrative hearings process.

• Coordinating with other state agencies concerning debts owed to the State by licensed retailers and lottery applicants, and ensuring proper procedures are followed in the handling of these collection cases.

Manages, coordinates, and monitors department programs, projects, or work such as:

• Managing, coordinating, and monitoring Americans with Disabilities Act (ADA) project to ensure licensees are in compliance with the ADA as set out in State Lottery Act.

• Managing, coordinating, and monitoring licensee recruitment, licensee equipment deployment programs, and contracted vendor services supporting licensees.

• Managing, coordinating, and monitoring the Commission's Compliance Activity Monitoring Program (CAMP) to ensure prompt and timely evaluation and response to complaints received by the agency.

• Managing, coordinating, and monitoring Lottery Communication Services calls and correspondence programs ensuring prompt and timely response to all communications.

• Managing and overseeing physical inventory and reconciliation for all instant tickets delivered, shipped, sold, and returned.

• Monitoring and managing the performance of contracted vendors to ensure services are provided in accordance with contract terms and directing staff in verifying Commission vendor compliance with established rules, regulations, policies, contracts, strategies, goals, and methods of operation.

Performs administrative functions such as:

• Compiling and preparing clear, concise reports relating to department activities and responsibilities.

• Initiating, developing, and monitoring forms, letters, and electronic messages used in department to communicate with players, retailers, vendors, and general public.

• Establishing favorable relationships with lottery retailers and assisting them in licensing policies/procedures and accounting policies/procedures for their individual retailer locations.

• Providing customer service according to the standards established by TLC procedure for handling agency calls within the Retailer Services department.

Performs other related duties and special projects as directed by the Retailer Services Manager, Assistant Retailer Services Manager, Lottery Operations Division Director, or Executive Management.

The Texas Lottery Commission is an Equal Opportunity Employer

APPLICATION PROCESS

Applications must be completed online through CAPPS Recruit by 11:59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.

All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not. Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Instructions for completing the on-line State of Texas Application for Employment can be found here:

https://www.texaslottery.com/export/sites/lottery/About_Us/Employment_Opportunities/how_to_apply.html

Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.

Applications will NOT be accepted via mail, hand delivery, fax, or email.

Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting. The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will.

Inquiries regarding the status of an application will be answered as time and agency resources allow.

RELATED MILITARY OCCUPATIONAL SPECIALTY CODES

Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.

Additional Military Crosswalk information can be accessed at: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

SELECTIVE SERVICE REGISTRATION

In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-VERIFY

This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.