Working Title: Contact Center Supervisor, Information Center

Job Class: Office Services Supervisor 3

Agency: MN Department of Natural Resources

- Job ID: 96768
- Location: St. Paul
- Telework Eligible: Yes; hybrid
- Full/Part Time: Full-Time
- Regular/Temporary: Unlimited
- Who May Apply: Open to all qualified job seekers
- Date Posted:09/11/2026
- Closing Date:10/01/2026
- Hiring Agency/Seniority Unit: Department of Natural Resources
- Division/Unit: Operations Services / OSD OCO Outreach & Education
- Work Shift/Work Hours: Day Shift
- Days of Work: Monday - Friday
- Travel Required: Yes, up to 10%
- Salary Range: $27.72 - $41.81 / hourly; $57,879 - $87,299 / 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. The DNR is seeking to hire one (1) Information Center Supervisor at our central office in Saint Paul, Minnesota.

The purpose of this position is to lead a statewide program to provide natural resource information to Minnesotans and visitors to our state. The incumbent in this role will manage an Information Center that’s operational 58 hours per week. Staff answer more than 83,000 inquiries a year and mail approx.188,000 pieces of material annually.

This position also interacts with state leadership at many levels, agency-wide and statewide, including direct interaction with the Commissioner’s Office and the Governor’s Office as needed and serves in a consultant role to our state call centers and is the Office of Communications and Outreach’s (OCO) delegate on select agency-wide initiatives.

Responsibilities Include But Are Not Limited To

- Supervise staff and establish and manage the operational procedures for a professional call center, including overseeing staff equipment and technology needs. Evaluate job performance and conformance to regulations; and recommend appropriate personnel action. Provide timely training, guidance and leadership to all Information Center staff.
- As technical subject matter expert, establish and recommend to the manager Information Center strategic focus, goals and service standards, regularly evaluating and reporting performance metrics to leadership.
- Collaborate with DNR leadership and division communication staff to ensure that customer frequently asked questions are efficiently answered and reflected in all communications channels, including social media and web. Develop/distribute weekly Information Center GovDelivery bulletin and other vehicles to ensure effective agency-wide communication.

- Lead or participate in special projects or agency-wide teams related to operations or improvement in the Information Center and to support other supervisors in advancing continuous improvement in their divisions and units.
- Interface with other state agencies or organizations as requested to provide assistance/advice on call center operation. Provide staffing assistance to other agencies as requested by the Governor’s Office or other state leadership.
- Manage the Information Center’s presence at select special events and oversee provision and mail out of customer-requested materials; assist with staff review for accuracy of documents such as the regulations books as requested.

These positions may be eligible to telework up to 50% of the time, which is subject to change. If approved, the employee would be required to complete a telework agreement. This position requires traveling to events and meetings on site.

Minimum Qualifications

- Two (2) years of experience supervising staff in a call center,



information center, or a similar environment.

Experience must demonstrate the ability to hire, lead, direct, monitor, coach, and manage staff performance and contact center metrics.

- Experience in developing administrative and contact center procedures and implementing standards and guidelines.
- Knowledge of customer service principles; sufficient to monitor and assess customer needs, effectively resolve customer issues, and train/mentor staff to provide exceptional service and customer de-escalation.
- Knowledge of complex communication tools and platforms which support phone, email, text, and chat interface with customers (e.g., ServiceNow, AWS).
- Change management and training skills sufficient to roll out new interaction tools (e.g., text and chat) to the Information Center staff.
- Communication skills sufficient to accurately and effectively transmit information through verbal and written formats, and establish strong working relationships with DNR leadership, DNR staff, and other internal or external partners.
- Ability to manage complex/difficult and diverse customer interactions effectively while performing in continuous high-volume telephone contact center.

Preferred Qualifications

- A bachelors degree in business administration, leadership, operations management, or other related field.
- Certification in staff development, change management, project management, and/or continuous improvement (CPTD, CCMP, Lean, Six Sigma, PMP, etc.).
- Experience with cataloguing, inventory, mailroom procedures, and order tracking.
- Experience and/or certification in data analysis, PowerBI, complex operations in Microsoft Excel, etc.
- Knowledge of hunting, fishing, boating, OHV, and other regulations in the state of Minnesota and relevant state statutes regarding natural resources management and outdoor recreation.
- Knowledge of outdoor recreation and biological terminology sufficient to support staff, internal/external customers, and partners with complex scientific and natural resources inquiries.
- Experience working in a public service or non-profit environment adhering to union contract and agency guidelines.
- Experience in a large, complex customer service team setting.

Additional Requirements

There are no required driving duties. Applicants must have the ability to meet the physical requirements and work in the environmental conditions of the position, with or without reasonable accommodations.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United States without sponsorship for employment visa status (e.g. H1B status).

It Is Policy Of The Department Of Natural Resources That All Candidates Submit To a Background Check Prior To Employment.

The Background Check May Consist Of The Following Components

- Conflict of Interest Review
- Criminal History Check
- Education Verification
- Employment Reference / Records Check
- License / Certification Verification

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 (phone hidden) or email [email protected]. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Matt Simmons at [email protected] or (phone hidden).

If you are an individual with a disability and need reasonable accommodation to assist with the application process,



please contact the ADA Coordinator at [email protected]. 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 Tava Cayo at [email protected]. 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 Tava Cayo at [email protected].

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 career 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 (phone hidden) or email [email protected] and let us know the support you need.

📌 Contact Center Supervisor, Information Center - Office Services Supervisor 3 (Saint-Paul Parish)
🏢 Minnesota Direct Care and Treatment
📍 Saint-Paul Parish