State Administrative Manager 15 - Interaction Technology Section

State of Michigan; Lansing (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

State of Michigan is seeking a day-to-day manager for the Contact Center Technology Section (CCTS). The role supervises staff supporting and overseeing the contact center systems and leads section activities, including process development and project planning.

The position focuses on advancing the section's technology in alignment with stakeholder needs and coordinating with the Core Technology Division to support MDOS operations.

Qualifications

• Bachelor's degree in any major.
• Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Responsibilities

• Supervise staff responsible for supporting and overseeing the contact center system(s).
• Lead activities within the Contact Center Technology Section and oversee development of section processes and project planning.
• Promote technology managed by the section and ensure alignment with stakeholders' needs.
• Oversee technology utilised by the agency's call centers and optimize solutions for stakeholder needs.

Skills

Staff supervision

Project planning

Stakeholder management

Education

Bachelor's degree

Job description

This position serves as the day-to-day manager of the Contact Center Technology Section (CCTS) and provides supervision to staff responsible for supporting and overseeing the contact center system(s). The position leads activities within this complex work area. The position oversees development of section processes and project planning activities. This position works to promote technology managed by the section and ensure it progresses in alignment with stakeholders' needs.

The Contact Center Technology Section is responsible for technology utilized by the agency's call centers. It is focused on effectively managing contact center software platforms, working to optimize these solutions and support stakeholder needs. CCTS is located within the Core Technology Division, which is focused on the management and progression of technology utilized across MDOS operations.

Position Description - State Administrative Manager 15

MDOSJOBS

Education

Possession of a bachelor's degree in any major.

Experience

Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Alternate Education and Experience

Education level typically acquired through completion of high school and two years of safety and regulatory or law enforcement experience at the 14 level; or, one year of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements

Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment.

Due to the nature of work of the Department of State, criminal records will be checked.

Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results.

Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA). Go to evaluators for a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process.

View the job specification at: Current Job Specification (michigan.gov)

Michigan Veterans Affairs Agency