Working Title: Contact Center Supervisor

Job Class: State Program Administrator, Supervisor Senior

Agency: Department of Employment and Economic Development

Job ID: 94969 Location: St. Paul Telework Eligible: Yes, may be eligible for some telework 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 6/24/2026. Date Posted: 06/18/2026 Closing Date: 06/25/2026 Hiring Agency/Seniority Unit: Department of Employment and Economic Development / MMA Division/Unit: Paid Family and Medical Leave Work Shift/Work Hours: Day Shift Days of Work: Monday - Friday Travel Required: No Salary Range: $30.55 - $44.24 / hourly; $63,788 - $92,373 / 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.

About The Paid Leave Division

Paid Leave is a new program which launched in January 2026. The program provides 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 eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs. This position will be based out of the St. Paul office.

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 other closely related as determined by the agency), 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.

How To Apply

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

Connect 700 Program

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 Acquisition at talent.acquisition.deed@state.mn.us.

Veterans

To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to talent.acquisition.deed@state.mn.us by the closing date.

Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.

Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.

See the above links for criteria and eligibility.

Current State Employees

Please apply via Self Service. If eligible for bidding or expression of interest: This vacancy will be open for bids/expression of interest and all qualified applicants simultaneously. Current employees of DEED who are currently in the same classification, who are eligible, and apply within the seven (7) day period will be considered prior to filling the position by other means.

Contact

If you have questions about this position, contact Timothy High at timothy.high@state.mn.us

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 Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.

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.