Contact Center Supervisor
Full-Time Contact Center Supervisor at Minnesota Department of Revenue
Available Openings: 1
Industry: Supervisor
Pay Type: Salary
Compensation: $64,602 - $97,217 / annually
Education Level: N/A
E-Verify: Yes

Job ID: 77272 Location: St. Paul Telework Eligible: Yes Full/Part Time: Full-Time Regular/Temporary: Unlimited Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 06/13/2024. Date Posted: 06/07/2024 Closing Date: 06/17/2024 Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assesors)-MMA Division/Unit: Income Tax & Withholding / ITW-Taxpayer Assistance 4 Work Shift/Work Hours: Day Shift Days of Work: Monday - Friday Travel Required: No Salary Range: $30.94 - $46.56 / hourly; $64,602 - $97,217 / 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: 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 The Taxpayer Assistance Unit Supervisor position within the Income Tax and Withholding Division (ITW) provides an exciting opportunity for an experienced leader to provide leadership and management to the Taxpayer Assistance 4 unit (TA4). In this position, you will be responsible for the supervision, technical and administrative guidance necessary for contact center employees to accurately respond to taxpayer inquiries.

In this position, you will oversee the activities of the unit, advising and assisting employees to ensure that operations are conducted accurately, uniformly, and in accordance with the DOR's policies and procedures and state and federal laws, rules, and regulations.

At the Minnesota Department of Revenue, we pride ourselves on fostering a collaborative and inclusive work environment that promotes professional growth and personal development. We offer competitive salaries, comprehensive benefits, and career advancement opportunities. Apply today to embark on a new professional journey!

Teleworking employees are required to live in Minnesota or in a state bordering Minnesota.


Minimum Qualifications One (1) year of supervisory experience OR Two (2) years of professional experience.

Professional experience must include the following:

Directing or coordinating the completion of projects. Serving as a Leadworker over a group of employees. Experience supporting diverse groups of employees and developing a culture of inclusion. Applicants who meet the above experience requirements will be further evaluated based on the following:

Experience or education in conflict resolution or resolving critical issues. Ability to plan and organize. Writing skills sufficient to draft and edit written procedures, work instructions, correspondence, etc. Communication skills sufficient to direct the work of staff and promote Revenue programs to taxpayers, their representatives, and departmental employees. Preferred Qualifications Knowledge of contact center operations, processes, and technology Knowledge of contact center workforce management and how it impacts customer and employee experience. Experience leading teams in a contact center Experience implementing change that improved overall operations and/or the customer experience. Strong analytical and quantitative skills with the ability to use data and metrics to validate assumptions, recommendations, and drive actions. Experience with Minnesota Individual income tax and withholding laws, rules, administrative practices, and operating procedures Knowledge of customer service metrics and how they support the customer experience. Physical Requirements Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer.

Additional Requirements Prior to an offer of employment, a background check will be conducted. This will include, but is not limited to checking degrees and licensures, criminal history, and tax filing and payment history. All individual income tax filing and payment obligations must be current prior to interviewing for this position.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

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 job information line at 651-259-3637 or email For additional information about the application process, go to

If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at

Contact If you have questions about this position, contact Shelley Marty at

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 Shelley Marty at

About Revenue Department The Minnesota Department of Revenue works to fund the future for all of Minnesotans. We manage over 30 different taxes and collect $26.7 billion annually in state taxes, which funds state programs such as healthcare, transportation, public safety, and early childhood, K-12, and higher education.

Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive.

We value a work life balance for our employees, and many of our employees telework in a full or hybrid capacity. For those that come to the office, regularly or occasionally, we invested in a state-of-the-art hybrid workspace located at the Stassen building in St. Paul.

Find out more about us on our website.

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 Tuition reimbursement 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 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.


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.


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 job information line at 651-259-3637 or email and let us know the support you need.

Minnesota Department of Revenue

600 Robert Street N.
Saint Paul, MN 55146
Transit: On the Green Line, On bus line