Revenue Tax Supervisor 3 - Contact Center Supervisor

Working Title: Contact Center Supervisor Job Class: Revenue Tax Supervisor 3 Agency: Revenue Department Job ID: 96020 Location: St. Paul Telework Eligible: Yes, Hybrid Full/Part Time: Full-Time Regular/Temporary: Unlimited. Who May Apply: This vacancy is open to bids and for all qualified job seekers simultaneously. Bidders will be considered through 08/17/2026. Date Posted: 08/10/2026 Closing Date: 08/17/2026 Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assesors)-MMA Division/Unit: Income Tax & Withholding / ITW-Taxpayer Assistance 3 Work Shift/Work Hours: Day Shift Days of Work: Monday - Friday Travel Required: No Salary Range: $37.28 - $55.93 / hourly; $77,840 - $116,781 / 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. This posting may be used to fill multiple vacancies. This position manages the Taxpayer Assistance 3 Unit in the Income Tax and Withholding Division. This position oversees daily operations, supervises staff, and ensures accurate responses to taxpayer inquiries on individual income tax, property tax refunds, and withholding issues. Responsibilities include developing business plans, setting goals aligned with department objectives, managing staffing for phone and correspondence inquiries, and maintaining compliance with laws and policies. The role requires strong leadership and HR management skills, including hiring, training, performance evaluation, and succession planning. Extensive knowledge of tax laws, department operations, and customer service practices is essential, along with the ability to analyze problems, implement solutions, and foster a collaborative work environment This position is eligible for hybrid telework. Employees living within 50 miles of the office will be required to work in the office at least 50% of the time each month. Employees may reside outside the state of Minnesota if they live in a state bordering Minnesota and are within 50 miles of the primary work location. Existing employees who were approved to telework from a bordering state and more than 50 miles from their work location before June 1, 2025, may retain this arrangement unless they move farther away. Minimum Qualifications One (1) year of supervisory experience OR Two (2) years of professional experience Professional Experience Must Include The Following Directing or coordinating the completion of projects. Serving in a lead worker role over a group of employees. Applicants who meet the above experience requirements will be further evaluated based on the following: Experience or education in conflict resolution or resolving critical issues. Ability to plan and organize. Writing skills sufficient to draft and edit written procedures, work instructions, correspondence, etc. Communication skills sufficient to direct the work of staff and promote Revenue programs to taxpayers, their representatives, and departmental employees. Preferred Qualifications Knowledge of contact center operations, processes, technology, and customer service metrics. Knowledge of workforce management practices and how they impact both customer and employee experience. Experience leading teams and driving performance in a contact center environment. Experience supporting diverse groups of employees and fostering a culture of inclusion. Experience implementing operational or customer-experience improvements. Strong analytical and quantitative skills, using data and metrics to validate assumptions and drive decisions. Experience with Minnesota individual income tax and withholding laws, rules, administrative practices, and operating procedures. Physical Requirements Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer. Additional Requirements As part of an offer of employment, a fingerprint-based background check will be conducted in accordance with IRS Publication 1075. This will include, but is not limited to, verification of degrees and licensures, state and federal criminal history checks, and a review of tax filing and payment history. All individual income tax filing and payment obligations must be current prior to interviewing for this position. Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status). The Department of Revenue is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. MDOR does not participate in E-Verify 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 [email protected]. For additional information about the application process, go to http://www.mn.gov/careers. If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at [email protected]. Contact If you have questions about this position, contact Ryan Ross at [email protected] or 651-556-3259. 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 Ryan Ross at [email protected]. About Revenue Dept The Minnesota Department of Revenue manages the state’s revenue system and administers tax laws. The department manages over 40 state and local taxes and collects $33 billion annually to fund essential services for Minnesotans. Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive. We value work-life balance and support flexible work arrangements. While many of our employees can telework up to 50% of the time, we also offer a modern, state-of-the-art hybrid workspace at the Stassen Building in St. Paul for in-office collaboration. Whether you're in the office regularly or a few days each week, you'll find a welcoming environment designed to support productivity and connection. Find out more about us on our website. 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 [email protected] and let us know the support you need.

Manages the Taxpayer Assistance 3 Unit, overseeing daily operations and supervising staff to ensure accurate responses to taxpayer inquiries. Responsibilities include developing business plans, managing staffing for phone and correspondence, and maintaining compliance with tax laws.

Requires one year of supervisory experience or two years of professional experience including project coordination and lead worker roles. Candidates are evaluated on conflict resolution, organizational skills, and the ability to draft professional correspondence.

• Paid vacation and sick leave • 12 paid holidays each year • Medical, dental, vision, and prescription drug plans • Fertility care • Diabetes care • Dental and orthodontic care • Paid parental leave • Pension plan • Employer paid life insurance • Short-term and long-term disability insurance • Tax-free expense accounts • Employee Assistance Program (EAP) • Tuition reimbursement • Federal Public Service Loan Forgiveness Program

Identified from the job description. Confirm important requirements above.

• Staff Supervision
• Contact Center Operations
• Tax Law Knowledge
• Performance Evaluation
• Conflict Resolution
• Workforce Management
• Customer Service Metrics
• Business Planning
• HR Management
• Analytical Skills
• Quantitative Skills
• Writing Skills
• Communication Skills
• Succession Planning
• Operational Improvement
• Income Tax Administration

• Government & Public Sector
• Management & Leadership
• Finance & Accounting
• Customer Service & Support
• Administrative

Minimum experience

2+ years

Apply by

Sep 9, 2026

Posting language

English

Working hours

40 hours per week

Office presence

3 days per week

Seniority

Mid-Senior level