"Alerted.org

Working Title: Unemployment Insurance Customer Service Manager

Job Class: Employment & Economic Development Special Program Manager

Agency: Department of Employment and Economic Development

+ **Job ID** : 86519

+ **Location** : St. Paul

+ **Telework Eligible** : Yes, may be eligible for some telework

+ **Full/Part Time** : Full-Time

+ **Regular/Temporary** : Unlimited

+ **Who May Apply** : Open to all qualified job seekers

+ **Date Posted** : 05/30/2025

+ **Closing Date** : 06/20/2025

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

+ **Division/Unit** : Unemployment Insurance / Customer Service Center

+ **Work Shift/Work Hours** : Day Shift, 8:00AM - 4:30PM

+ **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 our customer service center

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

This position is telework (https://mn.gov/mmb-stat/policies/1422-telework-2025.pdf) 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.

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 in all of the following:

+ Leading teams in the public sector

+ Identifying and implementing strategies to improve consistency and quality of customer service interactions within an eligibility-based program

+ Creating business processes, training materials and performance standards for calls and workflow in a high-volume contact center

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

+ Experience analyzing and consolidating performance data to evaluate areas for improvement and training needs

+ Experience with reporting features of contact center phone applications sufficient to monitor activity real time and create and analyze historical data

+ Experience establishing and rolling out metrics and Key Performance Indicators (KPIs) for phone agents

+ Knowledge of and experience with functions, procedures, organization, and governing laws and regulations guiding the activities of the UI Program

Preferred Qualifications

+ Bachelor’s degree or higher in a related field as determined by the agency

+ Leadership experience in a UI Program

+ Experience with unemployment tax and monetary workflows

+ Technical knowledge sufficient to plan, organize, direct, implement, and explain complex programs and practices

+ Ability to create plain language communication from complex law and federal guidance

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 [email protected] . Please indicate what assistance is needed.