The Minnesota Department of Employment and Economic Development (DEED) is the State of Minnesota's principal economic development agency. DEED's mission is simple: to empower the growth of the Minnesota economy, for everyone.
We are driven to find talented and innovative public servants, motivated by the opportunity to serve businesses, people, and the greater good. At DEED you will join a diverse team, inspired by challenging work and united by shared values that guide our work every day. At DEED we live our values by; focusing on the customer, communicating early and often, seeking solutions, creating inclusion, encouraging new ideas, and being gracious.
DEED is a Beyond the Yellow Ribbon agency and committed to proactively supporting service-members, veterans, and military families. DEED offers great employment opportunities with a meaningful mission to truly make a difference in the lives of those under our care and for those in communities throughout Minnesota.
Working Title: Manager of Contact Center Operations Job Class: State Program Administrator, Manager Agency: Department of Employment and Economic Development Job ID: 85233Location: St. PaulTelework Eligible: Yes, may be eligible for some teleworkFull/Part Time: Full-TimeRegular/Temporary: UnlimitedWho May Apply: Open to all qualified job seekersDate Posted: 03/29/2025Closing Date: 04/18/2025Hiring Agency/Seniority Unit: Employment & Economic Development Department - ManagerialDivision/Unit: Paid Family & Medical LeaveWork Shift/Work Hours: Day Shift, 8am to 4:30pmDays of Work: Monday - FridayTravel Required: NoSalary Range: $40.26 - $58.20 / hourly; $84,062 - $121,521 / annuallyClassified Status: ClassifiedBargaining Unit/Union: 220 - Manager/UnrepresentedFLSA 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.
Job Summary
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.
Position Purpose:
Under administrative direction, the Manager of Contact Center Operations leverages deep technical knowledge of policies and procedures to provide leadership and direction in developing and maintaining the tools and support functions for an efficient Paid Leave enterprise contact center. The Manager of Contact Center Operations oversees the development of tools and technology (CRM, telephony, reporting, process and policy documentation), workforce and quality management, document services (mailroom support), and vendor relationship management. The Manager of Contact Center Operations will utilize data as a strategic asset to understand and address constituent pain points, ensuring that the voice of the customer is heard in discussions around policy, technology, and operations improvements. In addition, the Manager of Contact Center Operations will lead continuous improvement efforts within the contact center, negotiating proposed changes and setting strategic priorities in collaboration with other managers and stakeholders to enhance the program's functionality while ensuring compliance with applicable laws.
Key Responsibilities: Contact Center tools and technology: Partnering with Sr Manager, product partners, analytics partners, and MNIT partners, the incumbent will take the lead to develop, implement, prioritize, and maintain the systems and tools needed for Contact Center operations. Leverage voice of customer and voice of employee to prioritize ongoing improvements to our systems and tools. Evaluate ways to leverage technology (IVR, AI, etc.) to enhance service while reducing cost to serve. Workforce Management & Quality Monitoring: Leverage historical and predictive data to forecast staff schedules - including breaks and lunches, contact volumes, and ensure that workforce forecasting and quality monitoring inform budget and staffing proposals. Align resources with actual and projected needs, supporting legislative recommendations for staffing and resource allocation through predictive modeling. Take ownership of the setup, configuration, and use of a Workforce Management tool during Paid Leave implementation, while State of Minnesota - DEED Position Description 4 developing initial data models and forecasts. Manage real-time monitoring of call volumes, customer wait times, and agent readiness to ensure Service Level Agreements (SLAs) and operational goals are met. Quickly identify and resolve issues to maintain efficient operations. Document Services Leadership: Provide coaching and strategic direction for the Document Processing Center, overseeing the overall operation of Paid Leave document services. This includes, but is not limited to, the document handling of claims submissions by constituents and employers, as well as processing incoming and outgoing mail. The role requires close collaboration with internal teams to ensure efficient, accurate, and timely service delivery to achieve broader division and agency objectives. Vendor Relationship Management: Oversee the vendor management function, ensuring the effective management of vendor performance, risk, and compliance. This position involves developing and executing comprehensive vendor management strategies aimed at optimizing vendor performance, mitigating risks, and driving value in vendor relationships. The role requires close collaboration with the Enterprise Sourcing & Vendor Management Team, as well as key departments such as IT, finance, and operations, to align vendor management activities with business objectives and improve operational processes. 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. This position is telework eligible and is occasionally required to be on-site at the office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs.
This posting may be used to fill multiple positions.
Qualifications
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 managing operations in a contact or service center environment with at least two (2) of those years managing a team to meet the organization's productivity, quality and goal accomplishment expectations.
*Associate's degree in Public Policy, Business, Administration, Communication or other closely related field as determined by the agency may substitute six (6) months of experience; Bachelor's degree substitutes for 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: Knowledge of program management, coordination, and execution. Experience conducting thematic analysis, translating data into action plans, and solving problems to evaluate processes and recommend or implement solutions. Experience managing internal and external partnerships to meet established timetables, quality standards and quality performance. Experience analyzing qualitative and quantitative data to evaluate performance and metrics to guide decisions within a program.Experience coaching, mentoring, and developing staff while building relationships. Preferred Qualifications Skill in navigating local, state, federal government systems including policies and procedures. Ability to work in a start-up environment where roles will evolve over time based on the needs of the organization. Skill in planning and organizing large projects, prioritizing, and making recommendations or decisions on the direction of a project or program. Experience with budgeting and legislative processes, with the ability to consolidate multiple program activities and propose legislative initiatives to address program needs. Experience managing Workforce Management tools, including setup, configuration and monitoring of metrics to maintain efficient operations. 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.
Application Details
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 . 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 .
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 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 Nellie Saunders at .
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 IVFDiabetes careDental and orthodontic care for adults and children 6 weeks paid leave for parents of newborn or newly adopted childrenPension 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 deathShort-term and long-term disability insurance that can provide income if you are unable to work due to illness or injuryTax-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 developmentFederal 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 performanceCommon sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issuesDaily 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 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 . Please indicate what assistance is needed.
