Working Title: Unemployment Insurance Customer Service Manager

Job Class: Employment & Economic Development Special Program Manager

Agency: Department of Employment and Economic Development

• Job ID : 84760

• Location : St. Paul

• Telework Eligible : Yes, may be eligible to telework up to two (2) days per week

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 03/11/2025

• Closing Date : 03/31/2025

• Hiring Agency/Seniority Unit : Department of Employment & Economic Development / Managerial

• Division/Unit : Unemployment Insurance

• Work Shift/Work Hours : Day Shift

• Days of Work : Monday - Friday

• Travel Required : Yes, up to 5% of the time

• Salary Range: $40.26 - $58.20 / hourly; $84,062 - $121,521 / 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.

This position plans, manages, and maintains the core business processes of the Unemployment Insurance (UI) Program. This position exists to provide direction and operational leadership to supervisors across the UI Program regarding customer service interactions and business processes, working with other program teams as necessary to meet the needs of both applicant and employer customers.

Responsibilities of the position include, but are not limited to:

• Overseeing the monitoring of all customer service interactions to ensure that supervisors provide staff with appropriate information and guidance to deliver quality phone interactions

• Collaborating with the director and other members of program leadership to establish staff goals, priorities, and objectives

• Establishing a standard ongoing measurement and observation plan to track employees, as well as establishing a formal performance exchange that results in ongoing coaching and feedback to employees

• Managing business process development to improve quality, consistency and efficiency across the call center

• Managing the analysis and planning for staffing needs including allocation of staff resources across the UI Program

This position will be based out of the St. Paul office and may be eligible to telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) up to two (2) days per week. 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.

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.

Four (4) years of experience leading teams in a large inbound call center environment

Applicants that meet the above minimum qualification will be further evaluated on the following:

Experience in the following:

• Coaching, mentoring and developing staff

• Implementing strategies to improve consistency and quality of telephone interactions

• Creating and overseeing long range training plans to encourage staff development

• Reviewing and consolidating performance data to evaluate gaps and training needs

• Developing content for training and team meetings

• Presenting information to internal and external groups

Preferred Qualifications

• Bachelor's degree in a related field as determined by the agency

• Experience managing or supervising teams in an unemployment insurance program

• Knowledge of functions, procedures, organization, and governing laws and regulations guiding the activities of the Minnesota Unemployment Insurance Program

• Demonstrated understanding of the Minnesota Unemployment Insurance business model

• Experience with phone applications such as CISCO Finesse and Calabrio Quality Management

• Experience developing and evaluating phone metrics

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.

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.