Contact Center Manager – State Program Administrator Director

Job Description

**Job Details**
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**Working Title: Contact Center Manager**

**Job Class: State Program Administrator, Director**

**Agency: Department of Employment and Economic Development**

* **Job ID**: 79177
* **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 8/15/2024.
* **Date Posted**: 08/09/2024
* **Closing Date**: 08/22/2024
* **Hiring Agency/Seniority Unit**: Employ & Econ Development Dept / Employ & Economic Dev-MMA
* **Division/Unit**: Paid Family & Medical Leave / PFML-Management
* **Work Shift/Work Hours**: Day Shift
* **Days of Work**: Monday – Friday
* **Travel Required**: No
* **Salary Range:** $37.60 – $54.16 / hourly; $78,508 – $113,086 / 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: 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.

**Job Summary**
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**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 Manager will provide leadership, direction, and oversight for the Paid Leave enterprise contact center. As the incumbent, you will provide oversight of the day-to-day activities of the contact center, ensuring the delivery of high-quality customer service while meeting performance metrics for various contact methods including: voice, email, text, chat, and physical mail.

The Manager will have the opportunity to participate in the implementation of our Contact Center, including the development of technology, policies, procedures, and building the organization. Ongoing, the Manager will maintain a keen understanding of constituent pain points and will be able to discuss and quantify the voice of customer to recommend policy, technology, and operations improvements.

**Key Responsibilities:**

* **Staff and lead a high-performing team:** Provide leadership, motivation, and internal growth opportunities to a team of 30-50 employees that consistently meet or exceed service level agreements.
* **Advocate for voice of customer:** Leverage customer contact data to understand customer experiences and pain points. Regularly analyze themes and recommend enhancements to lower our cost to serve and/or improve constituent experiences.
* **Subject Matter Expertise:** During the implementation of Paid Leave, represent the contact center in process and system design and testing to ensure we have the tools needed for 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 posting could be used to fill multiple positions.

**Qualifications**
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### **Minimum Qualifications**

**To receive credit for your education and experience, your resume should clearly describe how you meet each minimum and/or preferred qualification listed, including dates of employment.**

Four (4) years* of experience in a contact center leadership position, with at least two (2) of the years managing teams to meet the organization’s productivity, quality, and goal accomplishment expectations

* Bachelor’s degree in Public Policy, Business, Insurance, Communications, or another closely related field as determined by the agency may substitute one (1) year of experience; master’s degree substitutes for eighteen (18) months 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/or industry trends

Demonstrated ability to measure and meet operational service level agreements

Experience coaching, mentoring, and developing staff while building relationships

Demonstrated ability to recognize themes in customer contact data and drive improvements

Experience working with internal and external stakeholders

### **Preferred Qualifications**

Knowledge of contact center processes at scale

Experience in leading a large, diverse, dispersed team of front-line team members

Experience designing new contact center processes or improving existing processes

Experience in workforce management, efficiently managing staffing levels, schedules, and performance metrics

Skill communicating in a secondary language

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**

This position requires successful completion of the following:

Resumes of all applicants to this posting will be evaluated against the Minimum Qualifications stated above. If your skills match the required skills for this position, the department may contact you. Employee reference checks will be conducted on all finalists. This may include a review of documentation related to job performance and education. It includes contact with the applicant’s current and/or former employers.

A Criminal Background Check will be conducted on all finalists for this position. A criminal conviction will not automatically remove you from consideration for employment.

When the position requires travel and the applicant drives a state owned or leased vehicle, a driver’s license record check will be conducted.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

**Application Details**
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### **How to Apply**

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

### **Contact**

If you have questions about this position, contact Tim High at tim.high@state.mn.us or 651-259-7660.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisitionattalent.acquisition.deed@state.mn.us**.**

The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.

#### **Working together to improve the state we love.**

What do Minnesota’s State employees have in common?

* A sense of purpose in their work
* Connection with their coworkers and communities
* Opportunities for personal and professional growth

#### **Benefits**

As an employee, you’ll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

#### **Your benefits may include:**

* Paid vacation and sick leave
* 12 paid holidays each year
* Low-cost medical, dental, vision, and prescription drug plans
+ Fertility care, including IVF
+ Diabetes care
+ Dental and orthodontic care for adults and children
* 6 weeks paid leave for parents of newborn or newly adopted children
* Pension plan that provides income when you retire (after working at least three years)
* Employer paid life insurance to provide support for your family in the event of death
* Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
* Tax-free expense accounts for health, dental, and dependent care
* Resources that provide support and promote physical, emotional, social, and financial well-being

#### **Support to help you reach your career goals:**

* Training, classes, and professional development
* Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

#### **Employee Assistance Program (EAP) for work/life support:**

* A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
* Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
* Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

**Programs, resources and benefits eligibility varies** based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

**EQUAL OPPORTUNITY EMPLOYERS**

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

**APPLICANTS WITH DISABILITIES**

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.

**#LI-Hybrid**