Working Title: SUN Bucks Contact Center Supervisor / State Prog Admin Supervisor

Job Class: State Program Administrator, Supervisor

Agency: Children Youth & Families Dept

Job ID: 95155 Location: St. Paul Telework Eligible: Yes Full/Part Time: Full-Time Regular/Temporary: Unlimited Who May Apply: Open to all qualified job seekers. This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 7/2/26. Please note that to be considered a bidder, you must be a permanent, non-probationary DCYF employee in the same job classification as the position posted. Date Posted: 06/26/2026 Closing Date: 07/10/2026 Hiring Agency/Seniority Unit: Children Youth & Families Dept / DeptChildYth&Fam-MMA Division/Unit: DCYF/EAESD Summer EBT Work Shift: Day Shift Work Hours: 8:00 am - 4:30 pm Days of Work: Monday - Friday Travel Required: No Salary Range: $27.24 - $39.54 / hourly; $56,877 - $82,559 / 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 Department of Children, Youth, and Families is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DCYF does not participate in E-Verify.

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.

*Telework (Within Minnesota or neighboring states) and flexible hours options are available.)

This position will work in the SUN Bucks Contact Center and has been granted an exemption from the agency's requirement to work in the office 50% of the time.

The SUN Bucks Contact Center Supervisor oversees call center operations by directing call center leads and staff and providing training to ensure high-quality, consistent client support. The Supervisor collaborates with program staff to develop and update guidance, clarify policies, and maintain effective call center procedures.

This position supports the SUN Bucks program through direct client assistance and manages client support tools, including the electronic web form and card management services. The Supervisor works closely with the Communications Specialist, Program Coordinator, Policy Specialist, and Support Advisors to ensure program information, processes, and procedures are consistently shared, and that contact center staff have accurate, up-to-date information.

This position exists to oversee SUN Bucks contact center operations by directing staff, coordinating with program partners, and ensuring accurate, consistent client support through effective procedures, training, and information sharing.

Responsibilities Include

Supervise staff so that employees effectively perform assigned job duties and achieve the objectives of the SUN Bucks Program. Develop SUN Bucks processes, procedures, guides and policies for Contact center staff. Collect and manage the data elements of the call center supports, analyzing trends, determining ongoing needs. Initiate, build and sustain strategic partnerships with SUN Bucks projects with others as necessary to carry out the mission of the program. Perform related work as required.

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month, day and year for each job held.**

Demonstrated leadership experience*

Leadership experience can include: Experience as a supervisor, lead worker, team lead, project lead*; Completion of a State of Minnesota leadership program (e.g. ELI, L4); A paid/unpaid position leading a program or chairing a committee (e.g. ERG). Experience must include: 1+ year of experience identifying issues, goals and strategic actions 100+ hours per year time commitment Role

One (1) year of experience in a contact center (or closely related field) in a leadership role. Experience must demonstrate the following:

Knowledge of contact center technologies, customer service best practices, and key performance indicators (KPIs). Ability to recognize themes in customer contact data and using it to measure and meet operational service level agreements. Ability to coach, mentor, and develop staff while building relationships. Ability to have difficult conversations, with both internal and external stakeholders. Strong problem-solving skills with the ability to work with and meet the needs of internal and external stakeholders. Variety of experiences working effectively with others from different backgrounds and cultures.

A Bachelor’s degree in Business Administration or a related field may substitute for 12 months of experience OR A Master’s degree in in Business Administration or a related field may substitute for 18 months of experience.

Preferred Qualifications

Two or more years of experience working in a customer support role in a large, high volume contact center. Language fluency in Somali, Spanish or Hmong. Experience in workforce management, schedules and performance metrics. Experience implementing new and improving existing contact center processes. Experience using Customer Relationship Management systems, such as Microsoft 365. Advanced skills using Microsoft Office products such as Word, Excel, SharePoint, etc.

Additional Requirements

It is the policy of the Department of Children, Youth, and Families that the individual selected for this position successfully complete a background investigation prior to employment, that may include the following components:

Reference check Criminal Background check Fingerprinting check (MNJIS/CJIS) Driver’s License Check Personnel File Review: all current and former public sector employees Additional assessment may be required during the interview process

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.

Contact

If you have questions about the position, contact Tria Chang at Tria.Chang@state.mn.us.

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 Anny Xiong at anny.xiong@state.mn.us.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Children, Youth and Families ADA Coordinator at 651-431-4945 or DCYF ADA at ada.dcyf@state.mn.us.

About Children Youth & Families Dept

Our state depends on the success of Minnesota children, youth and families. The Department of Children, Youth, and Families puts children at the center of state government, creating a permanent state agency and commissioner focused on elevating children and families in policy and budget decisions.

This realigns state government to advance equitable outcomes for children, youth, and families through transformative, partnership-driven policies, programs and practices.

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 Tuition reimbursement 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.