**Working Title: Contact Center Supervisor** **Job Class: State Program Administrator, Supervisor Senior** **Agency: Department of Employment and Economic Development** + **Job ID** : 83553 + **Location** : St. Paul + **Telework Eligible** : Yes, may be eligible to telework up to four (4) days per week + **Full/Part Time** : Full-Time + **Regular/Temporary** : Unlimited + **Who May Apply** : This vacancy is open for expressions of interest and for all qualified job seekers simultaneously. Expressions of interest should be submitted by 02/03/2025. + **Date Posted** : 01/28/2025 + **Closing Date** : 02/06/2025 + **Hiring Agency/Seniority Unit** : Department of Employment and Economic Development / MMA + **Division/Unit** : Paid Family & Medical Leave + **Work Shift/Work Hours** : Day Shift + **Days of Work** : Monday - Friday + **Travel Required** : No + **Salary Range:** $30.10 - $43.59 / hourly; $62,848 - $91,015 / annually + **Classified Status** : Classified + **Bargaining Unit/Union** : 216 - Middle Management Association/MMA + **FLSA Status** : Exempt - Executive + Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes **The work you'll do is more than just a job.** At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities. **About the Paid Leave Division:** Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child. We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us—workers, employers, caregivers, and insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program. The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans. **Position Purpose:** The Contact Center Supervisor provides leadership, direction, and oversight for a contact center team within the Paid Leave enterprise contact center. The incumbent is responsible for overseeing the day-to-day activities of a contact center team, ensuring the delivery of high-quality customer service and meeting performance metrics. The contact center team will include live agents and a team lead to support the constituent experience. This position works under general administrative oversight of the Contact Center Manager. The Contact Center Supervisor is also responsible for leveraging reporting and data to understand the drivers of call volume over time. The Contact Center Supervisor will understand constituent pain points and suggest improvements. **Key Responsibilities:** + **Lead a Top Customer Service Team:** Provide leadership, motivation, and internal growth opportunities to a team of ten (10) to twenty (20) employees that consistently meet or exceed contact center key performance indicators (KPIs). Lead and inspire a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement. Provide coaching, guidance, and support to team members, ensuring top-tier service delivery, productivity, and morale. Oversee daily operations, setting goals, tracking performance, and ensuring exceptional service standards are met consistently. + **Analyze Themes in Customer Service:** Identify, track, and analyze recurring patterns or themes in customer feedback, service trends, and operational challenges. Utilize insights to recommend improvements, enhance processes, and proactively address any customer concerns. Collaborate with other Contact Center Supervisors and Contact Center Managers to implement strategies aimed at improving the customer experience. + **Support Iterative Capability:** Assist in the rollout and execution of new capabilities, tools, or features designed to enhance customer service operations. Support iterative rollout processes defined by Contact Center Managers, ensuring smooth transitions, effective communication, and alignment with business objectives. Gather and share feedback to refine these capabilities and ensure their success. + **Start-up spirit:** We’re building our team from the ground up, and we’re growing our contact center capabilities iteratively. You bring a start-up mindset to the team and are willing to be on the front line to handle contacts while we’re in growth mode. If you’re a leader passionate about customer experience, creating high-performing teams, and making a difference in Minnesotan’s lives, we want to hear from you! This position is telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligible and is occasionally required to be on-site at the St. Paul office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs. This posting may be used to fill multiple positions. **Minimum Qualifications** **Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.** **Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.** Two (2) years of experience* in a contact center or customer care/customer experience leadership position, managing teams to meet the organization's productivity, quality, and goal accomplishment expectations. *A bachelor’s degree in Communication, Business, Organizational Leadership or other closely related field as determined by the agency may substitute for one (1) year of experience. Applicants that meet the above minimum qualification will be further evaluated on the following: + Knowledge of contact center technologies, customer service best practices, and KPIs. + Ability to measure and meet operational service level agreements. + Ability to coach, mentor, and develop staff while building relationships. + Ability to have difficult conversations, when appropriate. + Ability to recognize themes in customer contact data. + Experience working with internal stakeholders. **Preferred Qualifications** + Experience leading a large, diverse, dispersed team of front-line team members. + Experience implementing new contact center processes, and improving existing processes. + Experience in workforce management, schedules, and performance metrics. + Knowledge of contact center processes. + Ability to communicate in a second language (Spanish, Somali, or Hmong). Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures. **Additional Requirements** A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components: + Criminal Background Check + Employment Records Check (current and former State employees only) + Employment Reference Check + Conflict of Interest Review + Driver’s License and Records Check The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S. AN EQUAL OPPORTUNITY EMPLOYER Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status. Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.