Job Description
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: 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 : 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 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 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.
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 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.
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
[email protected] . For additional information about the application process, go to .
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
[email protected] .
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
[email protected] 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 Sarah Beaverson at
[email protected] or 651-259-7293 .
Working together to improve the state we love. What do Minnesota's State employees have in common?
- A sense of purpose in their work
- Connection with their coworkers and communities
- Opportunities for personal and professional growth
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 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
Support to help you reach your career goals: - Training, classes, and professional development
- Federal 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 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
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
[email protected] 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
[email protected] . Please indicate what assistance is needed.
#LI-Hybrid
Job Tags
Hourly pay, Holiday work, Full time, Temporary work, Part time, Local area, Remote job, Work visa, Shift work, Day shift, 2 days per week, Monday to Friday,