-1786137204.jpg){kind=logo}
Description
- Working Title: Contact Center Supervisor Job Class: Revenue Tax Supervisor 3
- Agency: Revenue Department
- Job ID: 96020
- Location: St. Paul
- Telework Eligible: Yes, Hybrid
- Full/Part Time: Full-Time
- Regular/Temporary: Unlimited.
- Who May Apply: This vacancy is open to bids and for all qualified job seekers simultaneously. Bidders will be considered through 08/17/2026.
- Date Posted: 08/10/2026
- Closing Date: 08/17/2026
- Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assesors)-MMA
- Division/Unit: Income Tax & Withholding / ITW-Taxpayer Assistance 3
- Work Shift/Work Hours: Day Shift
- Days of Work: Monday - Friday
- Travel Required: No
- Salary Range: $37.28 - $55.93 / hourly; $77,840 - $116,781 / 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.
Responsibilities
Job Summary
This posting may be used to fill multiple vacancies. This position manages the Taxpayer Assistance 3 Unit in the Income Tax and Withholding Division. This position oversees daily operations, supervises staff, and ensures accurate responses to taxpayer inquiries on individual income tax, property tax refunds, and withholding issues. Responsibilities include developing business plans, setting goals aligned with department objectives, managing staffing for phone and correspondence inquiries, and maintaining compliance with laws and policies. The role requires strong leadership and HR management skills, including hiring, training, performance evaluation, and succession planning. Extensive knowledge of tax laws, department operations, and customer service practices is essential, along with the ability to analyze problems, implement solutions, and foster a collaborative work environment.
This position is eligible for hybrid telework. Employees living within 50 miles of the office will be required to work in the office at least 50% of the time each month. Employees may reside outside the state of Minnesota if they live in a state bordering Minnesota and are within 50 miles of the primary work location. Existing employees who were approved to telework from a bordering state and more than 50 miles from their work location before June 1, 2025, may retain this arrangement unless they move farther away.
Qualifications
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 in a lead worker role over a group of employees.
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, technology, and customer service metrics.
- Knowledge of workforce management practices and how they impact both customer and employee experience.
- Experience leading teams and driving performance in a contact center environment.
- Experience supporting diverse groups of employees and fostering a culture of inclusion.
- Experience implementing operational or customer-experience improvements.
- Strong analytical and quantitative skills, using data and metrics to validate assumptions and drive decisions.
- Experience with Minnesota individual income tax and withholding laws, rules, administrative practices, and operating procedures.
Minnesota Department of Revenue
Saint Paul, MN, MN 55146
US
