Supervisor, Program Administrative, Sr

Dakota County•West Saint Paul, MN

28d•Hybrid

About The Position

This position will lead our Customer Service Team (CST) and the daily operations of the Employment and Economic Assistance (EEA) lobby that serves an average of 140 walk-in clients a day. This leadership position plays a critical role within EEA in maintaining high levels of customer service, efficient program delivery, internal and external risk management, and effective client communication. This position supervises a team of staff that provide customer service supports to clients and assist in program operations across the department. This position is based at the Northern Service Center in West St Paul and requires a strong on-site presence to oversee operations and support staff in service delivery. Dakota County is Minnesota's third largest county and home to more than 400,000 residents. We strive every day to achieve excellence in public service, with a focus on four values: Service, Integrity, People, and Innovation. Dakota County aims to create an environment that is welcoming and inclusive of diverse people, backgrounds, and experiences. Our goal is to have a workforce that is reflective of the communities and individuals we serve. We promote an equitable and culturally aware work environment where everyone can be their authentic selves.

Requirements

Bachelor's degree in business or related field and minimum of two year of administrative, management or supervisory office support experience with progressive levels of responsibility.
OR An equivalent combination of education and work experience to total 6 years.
Knowledge of governmental organizations, administrative procedures, and operations.
Knowledge and skill in research techniques, evaluation, and analysis.
Advanced ability to evaluate information, prepare recommendations, and produce clear and accurate reports.
Advanced ability to lead complex projects from start to finish and work both independently and as a member of a team to complete complex projects.
Demonstrated ability to adjust to shifting priorities, ambiguous situations, demands, timelines, and customer needs.
Significant capacity to communicate orally and in writing in a clear and concise manner.
Advanced organizational ability and time management.
Demonstrated ability to establish and maintain effective working relationships with colleagues, team, and senior management.

Nice To Haves

Experience with customer service operations in a high-volume setting
Supervisory experience
Contact center or call center operations experience
Experience and/or interest in developing/maintaining Voice of the Customer methodologies
Experience working with diverse communities and individuals experiencing difficult life situations

Responsibilities

Manage the daily activities and performance of the Customer Service Team, providing supervision and support to effectively manage workload.
Maintain and apply in-depth working knowledge of staff assignments, processes, and information systems that are utilized.
Assign and schedule work and staff training, approve absences, evaluate performance, monitor career development, and recommend the hiring, disciplinary actions and dismissal of staff.
Identify alternatives to existing methods of unit and department operations to increase productivity, increase the level of service, or decrease costs.
Manage projects and procedures relating to facilities management, space planning, risk management, information technology, telecommunications, records management, and support services.
Represent the department or County with other departments and outside agencies regarding program/office procedures and ensuring support for departmental objectives and county-wide issues.