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Retail Services Supervisor II

2 months ago

Austin, Texas, United States CAPPS, Inc. Full time
About the Texas Lottery Commission

The Texas Lottery Commission is a leading organization in the gaming industry, committed to generating revenue for the State of Texas through responsible management and sale of entertaining lottery products. Our mission is to incorporate the highest standards of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service, and utilize a team approach.

Our Mission Statement

We are dedicated to providing a dynamic and supportive work environment that fosters growth and development. Our headquarters is located in a state-of-the-art facility, providing a collaborative and innovative space for our employees to thrive.

Job Summary

This is a senior-level management position responsible for overseeing the daily operations and activities of the Retailer Services Department in the Lottery Operations Division. The successful candidate will be responsible for developing procedures, policies, rules, and regulations, as well as establishing department goals and objectives, and developing and evaluating department budget requests.

Key Responsibilities
  • Develop and implement work techniques and procedures necessary to accomplish department goals.
  • Coordinate and evaluate department activities and programs.
  • Plan, assign, and supervise the work of department staff.
  • Represent the agency or division at Commission meetings, business meetings, hearings, trials, legislative sessions, conferences, and seminars or on boards, panels, and committees.
  • Manage, coordinate, and monitor department programs, projects, or work, including managing, coordinating, and monitoring Americans with Disabilities Act (ADA) project, managing, coordinating, and monitoring licensee recruitment, licensee equipment deployment programs, and contracted vendor services supporting licensees.
Requirements
  • Graduation from an accredited four-year college or university is required.
  • 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.
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.