Call Center Supervisor

Working Title: ADR Supervisor Job Class: Dispute Prevention Resolution Supervisor Job ID: 95570 Location: St. Paul Full/Part Time: Full-Time Regular/Temporary: Unlimited Who May Apply: Open to all qualified job seekers Date Posted: 07/28/2026 Closing Date: 08/17/2026 Hiring Agency/Seniority Unit: Labor & Industry Dept / Labor and Industry-MMA Division/Unit: Dept of Labor & Industry / Alternative Dispute Resolution Travel Required: No Salary Range: $41.81 - $60.10 / hourly; $87,299 - $125,488 / 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 Job ID: 95570 Location: St. Paul Telework Eligible: Yes Full/Part Time: Full-Time Regular/Temporary: Unlimited Who May Apply: Open to all qualified job seekers Date Posted: 07/28/2026 Closing Date: 08/17/2026 Hiring Agency/Seniority Unit: Labor & Industry Dept / Labor and Industry-MMA Division/Unit: Dept of Labor & Industry / Alternative Dispute Resolution Work Shift/Work Hours: 8:00 am - 4:30 pm Travel Required: No Salary Range: $41.81 - $60.10 / hourly; $87,299 - $125,488 / 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. Employees living within 50 miles of the primary work location will be required to work in the office at least 50% of the time each month. Employees that live in Minnesota and are more than 50 miles from the primary work location may be eligible for more than 50% telework with agency approvals. Employees may reside outside of the state of Minnesota if they live in a bordering state and are within 50 miles of the primary work location. This position will supervise Alternative Dispute Resolution (ADR) Unit functions within the Workers’ Compensation Division and run an efficient and effective ADR program for stakeholders. In addition, this position will provide quality ADR programming and continual process improvement efforts in support of the mission of the Workers’ Compensation Division. Minimum Qualifications Five (5) years of experience applying alternative dispute resolution principles, practices, and techniques AND Five (5) years professional experience gained within the last seven years under the State of Minnesota Workers’ Compensation laws. Demonstrated leadership experience* sufficient to effectively supervise and direct the work of assigned staff. Coaching, mentoring, and/or developing staff while building relationships. Leading teams to meet the organization's expectations for productivity, quality, or goal accomplishment. Managing the preparation and maintenance of reports necessary to carry out the functions of the department. Understanding of staff development, supervision, and team building. Demonstrated leadership experience may include any of the following: Experience as a supervisor, team lead, lead worker, OR project lead Completion of a State leadership development program, such as Emerging Leaders Institute (ELI) or Senior Leadership Institute (SLI) Completion of a similar or equivalent leadership development program through another organization A paid or unpaid position leading a program or chairing a committee, such as an Employee Resource Group (ERG). This experience must also include: 1+ years of identifying issues, goals, and strategic actions 100+ hours per year time commitment Ability to interpret and understand legal arguments, testimony from witnesses and written documents sufficient to provide information to parties about workers’ compensation law, procedures and benefits; evaluate and determine disputed legal issues; and assist parties in identifying viable settlement options. Written communication skills sufficient to draft legal documents such as Decision and Orders and Mediation Resolution / Awards. Verbal communication skills sufficient to explain complex legal concepts, de‑escalate tensions, facilitate creative thinking and foster cooperative behavior during interactions with parties or stakeholders. Ability to communicate effectively with individuals with a wide range of backgrounds, who do not share your same culture, ethnicity, language, or other common experiences. Preferred Qualifications Experience in the supervision, leadership, or work direction of assigned staff. Knowledge of Work Comp Campus system and ability to provide guidance, training and support to internal staff and external stakeholders as needed. Language skills other than English (Somali, Spanish, Hmong, Karen or ASL). Additional Requirements It is the policy that all final candidates submit to a background investigation prior to employment. The background check may consist of the following components: SEMA4 Records Check, Employment Reference Check, Criminal History Check, Driver’s License Check, Social Security and Address Verification, Conflict of Interest Review, Education/License Verification. About Labor & Industry Dept The Department of Labor and Industry ensures Minnesota’s work and living environments are equitable, healthy and safe. The agency oversees the state's programs for apprenticeship, construction codes and licensing, dual‑training pipeline, occupational safety and health, wage and hour standards, workers' compensation and youth skills training programs. Working together to improve the state we love. 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 professional 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) Support to help you reach your career goals: Leadership information - Leadership Hub 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 View phone number on click.appcast.io or email View email address on click.appcast.io and let us know the support you need. #J-18808-Ljbffr