Sunpass Customer Service Operations Analyst - 55001795

Sunpass Customer Service Operations Analyst - 55001795

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state's economic competitiveness, prioritizes Florida's environment and natural resources, and preserves the quality of life and connectedness of the state's communities.

The work you will do:

Sunpass Customer Service Operations Analyst/Office of Toll Operations/SunPass Program

This position contributes to the agency by ensuring operational excellence and contract compliance by delivering accurate, data-driven insights into customer service performance; analyzing key metrics such as vendor SLAs, call volumes, and customer satisfaction trends, while helping identify opportunities for improvement and supporting strategic decision-making.

The difference you will make:

Through cooperation, coordination, and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication.

How you will grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency's learning management system, you have access to hundreds of computer-based training and instructor-led courses.

Where you will work:

Office of Toll Operations, 7941 Glades Road, Boca Raton, FL 33434.

Annual salary range: $54,590.05 - $60,000.20.

Your specific responsibilities:

Compiles, interprets, and analyzes operational data such as vendor performance through Service Level Agreement (SLA), customer service operation metrics such as call and chat session volumes, customer satisfaction (CSAT) trends, and circulates insights to Customer Success Manager and senior management. Maintains reporting dashboards to ensure proactive monitoring of key performance indicators (KPIs) and contract compliance. Has strong knowledge of all operations vendor contract requirements in order to ensure performance compliance. Works closely with vendors and senior management.

Provides daily, weekly, and monthly statistical reports supporting SunPass Customer Service operations. Sources data from a variety of internal and external sources to ensure accuracy and transparency.

Verifies the integrity of vendor-submitted performance data. Ensures reporting aligns with Florida's Turnpike Enterprise (FTE) contractual requirements. Partners with the quality assurance (QA) and information technology (IT) teams to validate system integration and reporting consistency.

Analyzes data trends and provides actionable recommendations to senior management for operational improvements. Forecasts future trends and translates insights into continuous improvement activities. Contributes to the development and revision of policies and procedures to support evolving business needs.

Serves in times of emergency to support state response efforts and ensuring continuity of operations.

The successful candidate will have the following required knowledge, skills, and abilities:

Knowledge of:

• business process analysis and vendor contract key performance indicators (KPIs)
• Microsoft Office, Excel, Word, PowerPoint, and reporting tools (PowerBI)
• vendor contract enforcement and compliance monitoring
• contemporary business operations concepts and practices

Skills in:

• complex data modeling and statistical analysis techniques
• documenting business processes
• making both analytical and intuitive decisions
• verbal and written communication
• organizational and time management

Ability to:

• develop, prepare, and analyze reports
• interpret and consistently apply rules, regulations, policies, and procedures consistently
• communicate data insights clearly and professionally to all levels of management
• manage multiple priorities independently tasks
• determine priorities and work independently

The state's total compensation package for employees features a highly competitive set of employee benefits including:

• Health insurance (over 90% employer paid)
• $25,000 life insurance policy (100% employer paid)
• Dental, vision and supplemental insurances
• State of Florida retirement package
• 10 paid holidays a year
• Generous vacation and sick leave
• Career advancement opportunities
• Tuition waiver for public college courses
• A variety of training opportunities
• Employee Assistance Program (EAP)

For additional benefit information available to State of Florida employees, visit: https://www.mybenefits.myflorida.com/

Special requirements:

You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

The Florida Department of Transportation values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at (850) 414-5300 for assistance.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.