Contact Center Supervisor, Information Center - Office Services Supervisor 3

The DNR is seeking to hire one (1) Information Center Supervisor at our central office in Saint Paul, Minnesota. The purpose of this position is to lead a statewide program to provide natural resource information to Minnesotans and visitors to our state. The incumbent in this role will manage an Information Center that’s operational 58 hours per week. Staff answer more than 83,000 inquiries a year and mail approx.188,000 pieces of material annually. This position also interacts with state leadership at many levels, agency-wide and statewide, including direct interaction with the Commissioner’s Office and the Governor’s Office as needed and serves in a consultant role to our state call centers and is the Office of Communications and Outreach’s (OCO) delegate on select agency-wide initiatives. Responsibilities include but are not limited to:

• Supervise staff and establish and manage the operational procedures for a professional call center, including overseeing staff equipment and technology needs. Evaluate job performance and conformance to regulations; and recommend appropriate personnel action. Provide timely training, guidance and leadership to all Information Center staff.
• As technical subject matter expert, establish and recommend to the manager Information Center strategic focus, goals and service standards, regularly evaluating and reporting performance metrics to leadership.
• Collaborate with DNR leadership and division communication staff to ensure that customer frequently asked questions are efficiently answered and reflected in all communications channels, including social media and web. Develop/distribute weekly Information Center GovDelivery bulletin and other vehicles to ensure effective agency-wide communication.
• Lead or participate in special projects or agency-wide teams related to operations or improvement in the Information Center and to support other supervisors in advancing continuous improvement in their divisions and units.
• Interface with other state agencies or organizations as requested to provide assistance/advice on call center operation. Provide staffing assistance to other agencies as requested by the Governor’s Office or other state leadership.
• Manage the Information Center’s presence at select special events and oversee provision and mail out of customer-requested materials; assist with staff review for accuracy of documents such as the regulations books as requested.

These positions may be eligible to telework up to 50% of the time, which is subject to change. If approved, the employee would be required to complete a telework agreement. This position requires traveling to events and meetings on site., * 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

• Two (2) years of experience supervising staff in a call center, information center, or a similar environment. Experience must demonstrate the ability to hire, lead, direct, monitor, coach, and manage staff performance and contact center metrics.
• Experience in developing administrative and contact center procedures and implementing standards and guidelines.
• Knowledge of customer service principles; sufficient to monitor and assess customer needs, effectively resolve customer issues, and train/mentor staff to provide exceptional service and customer de-escalation.
• Knowledge of complex communication tools and platforms which support phone, email, text, and chat interface with customers (e.g., ServiceNow, AWS).
• Change management and training skills sufficient to roll out new interaction tools (e.g., text and chat) to the Information Center staff.
• Communication skills sufficient to accurately and effectively transmit information through verbal and written formats, and establish strong working relationships with DNR leadership, DNR staff, and other internal or external partners.
• Ability to manage complex/difficult and diverse customer interactions effectively while performing in continuous high-volume telephone contact center., * A bachelors degree in business administration, leadership, operations management, or other related field.
• Certification in staff development, change management, project management, and/or continuous improvement (CPTD, CCMP, Lean, Six Sigma, PMP, etc.).
• Experience with cataloguing, inventory, mailroom procedures, and order tracking.
• Experience and/or certification in data analysis, PowerBI, complex operations in Microsoft Excel, etc.
• Knowledge of hunting, fishing, boating, OHV, and other regulations in the state of Minnesota and relevant state statutes regarding natural resources management and outdoor recreation.
• Knowledge of outdoor recreation and biological terminology sufficient to support staff, internal/external customers, and partners with complex scientific and natural resources inquiries.
• Experience working in a public service or non-profit environment adhering to union contract and agency guidelines.
• Experience in a large, complex customer service team environment., Applicants must have the ability to meet the physical requirements and work in the environmental conditions of the position, with or without reasonable accommodations.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United States without sponsorship for employment visa status (e.g. H1B status).

It is policy of the Department of Natural Resources that all candidates submit to a background check prior to employment. The background check may consist of the following components:

• Conflict of Interest Review
• Criminal History Check
• Education Verification
• Employment Reference / Records Check
• License / Certification Verification

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