Job Information
State of Minnesota Senior Manager of Contact Center Operations - State Program Administrator, Manager Senior in St. Paul, Minnesota
Working Title: Senior Manager of Contact Center Operations
Job Class: State Program Administrator, Manager Senior
Agency: Department of Employment and Economic Development
Job ID : 77347
Location : St. Paul
Telework Eligible : Yes, may be eligible to work up to four (4) days per week
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 06/06/2024
Closing Date : 06/27/2024
Hiring Agency/Seniority Unit : Employ & Econ Development Dept / Employ & Econ Dev - Managerial
Division/Unit : Paid Family & Medical Leave / PFML - Management
Work Shift/Work Hours : Day Shift, 8:00am to 4:30pm
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $41.51 - $59.72 / hourly; $86,672 - $124,695 / annually
Classified Status : Classified
Bargaining Unit/Union : 220 - Manager/Unrepresented
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.
Position Purpose:
The Senior Manager of Contact Center Operations will provide strategic leadership and oversight for the Paid Leave enterprise contact center (approximately 1500 contacts per day). As the incumbent, you will ensure high-quality customer service while meeting performance metrics for various contact methods including: voice, email, text, chat, and physical mail. The Senior Manager will leverage customer contact data as a strategic asset, incorporating the voice of the customer into policy, technology, and operations improvement initiatives. Reporting to the Chief Operating Officer, you’re key to the overall success of our division.
Key Responsibilities:
Process creation and organization development: We are a start-up within state government; you will play a key role in building the team, processes, and systems required to deliver the Paid Leave benefit to Minnesotans.
Staff and lead a high-performing team: Provide leadership, motivation, and internal growth opportunities to a team of 60-90 employees that consistently meet or exceed service level agreements.
Vendor relationship management: If a vendor is needed, this position will serve as the primary relationship owner, overseeing daily operations and ongoing quality management.
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.
Omni-channel support: We envision the capability for constituents to engage with us through their communication channel of choice. Develop an omni-channel roadmap to build out contact channels over time, including the opportunity to leverage Artificial Intelligence.
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.
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 in 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:
Experience in the following:
Measuring and meeting operational service level agreements.
Coaching, mentoring, and developing staff while building relationships.
Recognizing themes in customer contact data and drive improvements.
Working with internal and external stakeholders.
Knowledge of contact center technologies, customer service best practices, and/or industry trends.
Preferred Qualifications
Experience in the following:
Leading a large, diverse, dispersed team of front-line team members.
Vendor Relationship Management.
Designing new contact center processes or improving existing processes.
Workforce management, efficiently managing staffing levels, schedules, and performance metrics.
Knowledge of contact center processes at scale.
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).
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.