SLA & Logistics Scheduler — Field Operations

Scientific Games, LLC; Glenwillow (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Scientific Games, LLC is seeking a Retailer Care Center Specialist in Ohio to manage SLA and logistical reporting, inventory of equipment at retailer locations, and customer support for the Ohio Lottery Agency. You will assist field staff, monitor penalties, and oversee consumables distribution while interfacing with senior managers.

The role emphasizes data reporting, asset and consumable management, plus development of processes with field operations to improve service levels and timeliness.

Qualifications

• Associate’s degree or 1–3 years of equivalent experience.
• Strong communication and interpersonal skills are required.
• Proficient in Microsoft Office applications.
• Excellent customer service skills are essential.
• Able to prioritize multiple projects and manage time effectively.
• Ability to convey information clearly across departments.
• Ability to analyze statistical information and report insights.
• Comfortable learning new technologies and collaborating with all management levels.

Responsibilities

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract.
• Create and manage logistical reporting for the Ohio jurisdiction.
• Coordinate the Terminal Movement Schedule for all Ohio regions and assist process improvements.
• Review SLA call queues, provide late-call reports and assist Field Service Managers with the reports.
• Monitor call-queue performance, traffic flow, priority levels and collaborate with Dispatch on discrepancies.
• Provide level one support to customers and sites for escalated retailer issues.
• Provide reports and statistics on retailer sales, PM and technician schedules, communications, and asset management.
• Assist with field schedule management.

Skills

Strong communication

Excellent customer service

Interpersonal skills

Prioritization

Data analysis

Learning new technologies

Stakeholder management

Working with management

Education

Associate’s Degree in related field

Tools

Microsoft Office

Job description

Scientific Games, LLC is seeking a Retailer Care Center Specialist in Ohio to manage SLA and logistical reporting, inventory of equipment at retailer locations, and customer support for the Ohio Lottery Agency. You will assist field staff, monitor penalties, and oversee consumables distribution while interfacing with senior managers.

The role emphasizes data reporting, asset and consumable management, plus development of processes with field operations to improve service levels and timeliness.