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.
One (1) year of experience working in a lead position, leading teams with escalation and performance development. Experiences must be within a contact center, customer care center, customer experience center, or other closely related position as determined by the agency which handle multi-line phone systems.

Applicants that meet the above minimum qualification will be further evaluated on the following:

• Experience generating and analyzing data.
• Experience mediating conflicts between agents or between customers and agents, ensuring a smooth resolution and a positive outcome for all parties.
• Experience working with internal and external stakeholders.
• Ability to coach, mentor, and develop staff while building relationships.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Communication, Business, Organizational Leadership, or other closely related field as determined by the agency.
• Knowledge of contact center workflow systems and processes, customer service best practices, and Key Performance Indicators (KPIs)
• Skill in adapting to changing circumstances, such as shifts in customer demand, unexpected staff absences, or new company policies.
• Skill in communicating in a secondary language.
  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.

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 careers@state.mn.us 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 Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.

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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.

POSITION PURPOSE:

The Customer Engagement Specialist plays a critical role in supporting the operational efficiency of the Paid Leave enterprise contact center. Under general supervision, this position provides day-to-day technical assistance and guidance to Customer Care Representatives, ensuring that the team consistently delivers high-quality service and meets performance goals. The Customer Engagement Specialist contributes to the overall success of the program by evaluating agent performance, recommending process improvements, and supporting continuous development.

KEY RESPONSIBILITIES INCLUDE:

• Offer technical support and guidance to Customer Care Representatives, helping to resolve inquiries and operational challenges.
• Ensure the effective day-to-day functioning of the contact center team, maintaining a high standard of service delivery while meeting key performance metrics.
• Analyze agent performance and provide feedback to the Contact Center Supervisor, recommending changes to improve customer experience administration.
• Compile and review data to generate reports that offer insights into performance, operational trends, and program outcomes.
• Contribute to the assessment and implementation of program changes, ensuring that documentation accurately reflects the status and results of the program.
• Monitor and analyze contact drivers, identifying and addressing constituent pain points to improve service delivery.
• Proactively suggest improvements to streamline processes and enhance the customer experience.
  This position is telework eligible. 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.
  This posting may be used to fill multiple positions.