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Working Title: DVS Contact Center Supervisor - Office Services Supervisor 3

Job Class: Office Services Supervisor 3

Agency: Public Safety Dept

• Job ID : 80854

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers and DPS employees eligible to bid (permanent classified employees, in the same job and class). Eligible bidders should apply through self-service and contact megan.lund@state.mn.us confirming your bid by 11:59pm 10/16/2024.

• Date Posted : 10/10/2024

• Closing Date : 10/30/2024

• Hiring Agency/Seniority Unit : Public Safety Dept / Public Safety-MMA

• Division/Unit : DVS Administrative Services / DVS Customer Support

• Work Shift/Work Hours : Day Shift / 8:00 AM - 4:30 PM

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $26.84 - $40.48 / hourly; $56,041 - $84,522 / 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 (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.

The position is responsible for professionally directing, organizing, and coordinating the direct customer service areas of Driver and Vehicle Services (DVS). This position directly supervises staff and is responsible for managing the unit's budget, establishing and implementing support procedures, and providing technical and supervisory oversight of DPS/DVS policies and procedures and the state's statutes, rules and regulations. This position will promote transparency, efficiency, and best practices while ensuring DVS' compliance by monitoring/auditing DVS' daily financial related activities and processes.

This position is a member of the DVS Customer Support supervisor/management team and is responsible for the development and performance of the DVS strategic goals plan within Customer Support. The Supervisor selects, plans, monitors, and evaluates unit programs and projects developed in support of the strategic goals plan. The Supervisor also participates in decisions that affect the division, evaluates and provides feedback about the effectiveness of division programs and makes recommendations for improvements. The Supervisor must anticipate daily staffing needs to meet the daily phone, e-mail, e-fax, research, CJIS, and training needs of the unit. The position will also provide direct supervision and support within the Unit ensuring the timely and accurate processing of motor vehicle, driver license and crash record inquiries by phone and email.

Minimum Qualifications

1. Two years of supervisory level or lead worker experience. A Bachelor's degree from an accredited school may substitute for 1 year of experience. To qualify, lead worker experience must include ongoing responsibility to prioritize, schedule, assign, direct, guide and report on the work of other employees.

2. Supervisory level/lead worker experience must include all of the following:

3. Contact Center supervisory/lead worker experience in a large complex customer service area servicing both phone calls and electronic communications.

4. Thorough working knowledge of customer service principles and processes of a large scale contact center, including call assessment techniques, quality service standards/metrics, and agent performance monitoring/coaching.

5. Managing complex/difficult customer situations by effectively prioritizing/ organizing work within a high volume large scale contact center.

6. Crafting effective oral and written communication required to direct staff and provide a wide.

7. Analytical skills sufficient to read, interpret and administer laws, regulations and procedural documents.

8. Possess a thorough working knowledge of Microsoft Office suite of programs, including Excel, with the ability to create/analyze/interpret a wide range of complex data and reports.

9. Ability to handle the challenges and stresses associated with continuous customer contact via telephone, while adapting to a variety of new information, procedures, and situation within a high volume large scale contact center.

10. Ability to work cooperatively with individuals from diverse backgrounds and underserved communities.

Preferred Qualifications

1. Experience with automatic call distribution contact center applications, Cisco Finesse or similar product and related tools such as Cisco Unified Intelligence Center (CUIC) and Contact Center Management Portal (Unified CCMP).

2. Experience with workforce management contact center applications, Calabrio or similar product.

3. Experience with knowledge management contact center productivity tools, eGain or similar product.

4. Knowledge of the statutes, laws, policies and procedures regarding driver licensing, withdrawals and motor vehicle registration and titling.

5. Bachelor’s degree from an accredited school.

Physical Requirements

Very Light: Requires occasionally moving and transporting such articles as file folders and small tools. May need to maintain a stationary position for long periods of time while carrying out job duties.

Additional Requirements

This position requires successful completion of the following:

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, includes the following components:

1) criminal history

2) reference check

3) fingerprint check (EDL/MNJIS/CJIS)

4) credit check

5) US citizenship check

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.