Manager, Customer Support Ctr

Minimum Qualifications

• Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field: A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience. An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience. A bachelor’s degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience. * Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience. Metro Transit Leadership Academy = 1 year Project Management Development Program (12-month session) = 1 year Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience. Leading Self-Personal Effectiveness Certificate Leading Self-Communication Certificate Leading Self-Business Skills Certificate Leading Others-Preparing for Supervisor Certificate What additional skills and experience would be helpful in this job (desired qualifications): Ability to think strategically and develop strategic planning documents. Skilled communicator across a variety of channels and a range of audiences. Knowledge of Project Management methodologies and practices. Skills in performance management. Ability to set performance measurements and metrics. Experience promoting an equitable, positive, respectful work environment that values diversity among all employees. What knowledge, skills and abilities you should have within the first six months on the job: Knowledge of effective communication processes and practices Knowledge of regional transit system Knowledge of transit Information tools, systems, and activities. Knowledge of process improvement methodology Knowledge of project Management methodology Skills in data analysis Skills in Microsoft office suite Skills in ability to manage more than one task at a time and prioritize workload. Skills in effective written and verbal communication Skills in team building Skills in performance management Ability to effectively communicate with front-line employees and senior leadership Ability to prepare and manage projects Ability to think strategically and develop strategic plan Ability to monitor and evaluate performance of staff, systems, and data Ability to coach and evaluate staff performance What you can expect from us: We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area. We encourage our employees to develop their skills through on-site training and tuition reimbursement. We provide a competitive salary, excellent benefits and a good work/life balance. More about why you should join us!
• Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field:
• A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience.
• An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience.
• A bachelor’s degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience.
• * Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience. Metro Transit Leadership Academy = 1 year Project Management Development Program (12-month session) = 1 year Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.
• Leading Self-Personal Effectiveness Certificate
• Leading Self-Communication Certificate
• Leading Self-Business Skills Certificate
• Leading Others-Preparing for Supervisor Certificate

What additional skills and experience would be helpful in this job (desired qualifications)

• Ability to think strategically and develop strategic planning documents.
• Skilled communicator across a variety of channels and a range of audiences.
• Knowledge of Project Management methodologies and practices.
• Skills in performance management. Ability to set performance measurements and metrics.
• Experience promoting an equitable, positive, respectful work environment that values diversity among all employees.

What knowledge, skills and abilities you should have within the first six months on the job

• Knowledge of effective communication processes and practices
• Knowledge of regional transit system
• Knowledge of transit Information tools, systems, and activities.
• Knowledge of process improvement methodology
• Knowledge of project Management methodology
• Skills in data analysis
• Skills in Microsoft office suite
• Skills in ability to manage more than one task at a time and prioritize workload.
• Skills in effective written and verbal communication
• Skills in team building
• Skills in performance management
• Ability to effectively communicate with front-line employees and senior leadership
• Ability to prepare and manage projects
• Ability to think strategically and develop strategic plan
• Ability to monitor and evaluate performance of staff, systems, and data
• Ability to coach and evaluate staff performance

What you can expect from us

Other Qualifications

• Union/Grade: Transit Managers & Supervisors Association (TMSA) / Grade J FLSA Status: Exempt Safety Sensitive: No What your work environment would be: Work is performed in a standard office setting with periodic travel to other work sites. What steps the recruitment process involves: We review your minimum qualifications. We rate your education and experience. We conduct a structured panel interview. We conduct a selection interview. Once you have successfully completed the steps above, then: If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation. If you are already an employee of the Metropolitan Council , you must pass a background check which verifies education and employment if not verified previously. If the job you're applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards, you must pass a criminal background check. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation. IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration. The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .
• Union/Grade: Transit Managers & Supervisors Association (TMSA) / Grade J FLSA Status: Exempt Safety Sensitive: No What your work environment would be: Work is performed in a standard office setting with periodic travel to other work sites. What steps the recruitment process involves:
• We review your minimum qualifications.
• We rate your education and experience.
• We conduct a structured panel interview.
• We conduct a selection interview.
• Once you have successfully completed the steps above, then: If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
• If you are already an employee of the Metropolitan Council , you must pass a background check which verifies education and employment if not verified previously. If the job you're applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards, you must pass a criminal background check. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
• IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration. The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .

Benefits

• We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below: Guaranteed monthly retirement income through Minnesota State Retirement System pension fund Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance The following benefits are provided to all employees as part of working for the Council. You will have access to free: Well@Work clinic bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Two or more medical plans from which to choose, with employer contribution towards premiums over 80% Dental insurance, life insurance and vision insurance
• Dental insurance, life insurance and vision insurance
• Well@Work clinic bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• bus/rail pass valued at over $1200 per year parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• parking at many job locations fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• fitness centers at many job locations Employee Assistance Program extensive health and wellness programs and resources
• Employee Assistance Program extensive health and wellness programs and resources
• extensive health and wellness programs and resources

Supplemental Questions