Call Center Analyst

The California State Lottery is looking to fill the exciting role of a Call Center Analyst
!

If this opportunity would be a good fit for you, we encourage you to apply today and join our winning team!

People are drawn to the California State Lottery because we:

• We have a worthy mission that we’re sure you’ll take pride in too.
• Are an energetic, creative, and talented team
• Value diversity and inclusion in the workplace
• Empower team members to bring their knowledge, expertise, and innovation
• Recognize individual and team contributions
• Support the importance of work-life balance
• Invest in the professional development of our team members
• Are dedicated to preserving our environment by lowering our carbon footprint

The California Lottery is a multi‑billion‑dollar enterprise headquartered in Sacramento. It is one of the few state agencies that is a revenue generator, not accepting taxpayer dollars from the state’s general fund. Our mission is to provide supplemental funding to California schools while simultaneously supporting local communities. Ninety‑five cents of every dollar spent by players goes back to local communities in the form of contributions to public schools and colleges, prizes and retailer compensation.

In fiscal year 2022‑23, the California Lottery generated sales of approximately $9.2 billion with over $2.2 billion earned for California public schools. Lottery products are sold at more than 23,000 retail locations throughout the state. Product offerings include an average of 52 fun and entertaining Scratchers games and several draw games such as Powerball, Mega Millions, and Super Lotto Plus and daily games such as Fantasy 5 and Hot Spot.

Under the supervision of the Supervisor I, the Analyst I is assigned to perform various analytical assignments associated with the operation of the Lottery Customer Service Contact Center (CSCC). The Analyst I provides analyses and prepares customer contact statistical reports. The Analyst I is responsible for analyzing the business process/activity of the CSCC. The Analyst I acts as a liaison with program staff and is required to communicate to players via the Virtual Call Center (VCC) System.

The position accesses highly sensitive computerized files from both the Lottery and vendor(s).

Please note that this is a hybrid position, located in Sacramento, at the CA Lottery Headquarters.

This position requires a current Analyst I exam. If you need to take the exam or if your score has expired,  to gain list eligibility.

This position is headquartered at the Lottery Headquarters in Sacramento and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expenses to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: “telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California.

When choosing a state organization to work for, there are a lot of options. Why choose the California State Lottery?

You will find additional information about the job in the Duty Statement
.

• Schedule:
  
  Monday thru Friday 8:00 am to 5:00 pm
• Travel:
  Minimal
• Other:
  Work is conducted in a climate‑controlled office setting.

• Demonstrates strong organizational skills
• Excellent verbal and written communication
• Proficient at Microsoft Word, Excel, Outlook, and other communications technology platforms
• Ability to prioritize, juggle, and complete assignments with deadlines
• Excellent attention to detail
• Ability to work independently and as a team member
• Ability to work with the public and maintain professionalism

* Important Note:

A Statement of Qualifications are required to submit with your application package in order to be considered.

For more information about this opportunity, benefits, and instructions on how to apply -- click the Apply button.