Associate Resource Scheduler

About the role

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Retailer Care Center Specialist position will be responsible for managing the SLA report, managing logistical reporting while creating new logistical reporting by area, managing inventory of all equipment found at a retailer location, providing customer support to the Ohio State Lottery Agency (OSLA), assisting field service staff with troubleshooting problems and field activities, managing late penalties, and maintenance and distribution of consumable products as it pertains to the equipment. This position will have high visibility to the customer and internal staff, along with all levels of management, and will report to the Senior Field Service Manager.

Job Functions

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract.
• Create and manage logistical reporting for the Ohio jurisdiction.
• Coordinate Terminal Movement Schedule: delivery, removal, and relocation schedule for all regions of Ohio.
• Assist with development of new process and implementation.
• Review the call queue for all service call activity, provide late-call reports, review late call justification, and assist Field Service Managers with all facets of the report.
• Monitor call-queue for traffic flow, accuracy and call assignments, accuracy in priority levels, and management of queue to minimize SLA’s; collaborate with Dispatch on any call-queue discrepancy.
• Provide level one support to customer and site for escalated retailer issues.
• Provide reports and statistics, and in some cases, statistical analysis of various data types including retailer sales, PM schedules, Technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management.
• Be proficient with the use of Smart Services and associated applications, i.e., Business Intelligence reports, Dynamic Scheduling Engine (DSE) etc.
• Assist with field schedule management.
• Assist with development and implementation of all programs related to Field Operations, including:
  • Chronic Retailer Management
  • Service Call Follow Up
  • Terminal Performance
  • Staff Performance
• Work with the Global Service Center (GSC) as a point of contact for lottery personnel and site personnel as it relates to Field Operations.
• Assist with development of communication plans to Field, site, GSC and OH Lottery personnel.
• Act as point of contact for OH site for all GSC related activities.
• Assist with developing documentation for various new and existing programs as necessary.

Position Requirements/Qualifications

• An Associate’s Degree in a related field or 1–3 years of equivalent experience.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office.
• Excellent customer service skills.
• Intermediate computer software and hardware knowledge.

Skills/Abilities

• Ability to prioritize multiple projects.
• Ability to convey thoughts, ideas, and materials to all departments.
• Ability to develop and maintain positive working relationships.
• Ability to compile and analyze statistical information.
• Ability to quickly learn and understand new technologies.
• Ability to work with all levels of management.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.