Departmental Supervisor 11 - DSIC Tier 1, Unit B Print (https://www.governmentjobs.com/careers/michigan/jobs/newprint/5015539) Apply  Departmental Supervisor 11 - DSIC Tier 1, Unit B Salary $2,156.80 - $3,146.40 Biweekly Location Lansing, MI Job Type Permanent Full Time Job Number 2301-25-CID033 Department Department of State Opening Date 07/22/2025 Closing Date 7/31/2025 11:59 PM Eastern Bargaining Unit NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE) + Description + Benefits + Questions Job Description POSITION DUTIES - This position supervises the Department of State Information Center’s Tier 1– Unit B and is responsible for knowledge of a variety of work processes within the Bureau of Quality and Customer Experience. In addition to the day to day operations of the unit, this position is responsible for establishing, reviewing and analyzing daily contact center call metrics to project trends, maintaining a considerable working knowledge of software/applications used in the work area to ensure connectivity and accessibility to customer service representatives in the contact center, responding to the most difficult procedural inquiries without forwarding the call to another tier, and providing work flow analysis – making recommendations to higher management regarding proposed work process improvements to ensure continued quality service and customer satisfaction. Departmental Supervisor 11 - Position Description (https://MCSC.state.mi.us/AgencyPDFs/CID033- PD (final).pdf) APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state. MDOSJOBS Required Education and Experience Education Education typically acquired through completion of high school. Experience One year of experience equivalent to a Departmental Supervisor 10, Office Supervisor 11, or Secretary Supervisor 11; or two years equivalent to an experienced-level technician, paraprofessional, professional, Office Supervisor 9 and 10, Secretary Supervisor 10, Emergency Dispatch Supervisor 10, or Human Resources Customer Service Supervisor 10. Additional Requirements and Information The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. You must apply for this vacancy through the NEOGOV system; click on "Apply" in the job posting for instructions in submitting your electronic application. 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. 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. Position requires incumbent be a United States Citizen and pass a thorough background investigation to comply with Public Act 7 of 2008, Public Act 23 of 2008, and the Memorandum of Agreement between the State of Michigan and the Department of Homeland Security. As part of the Department of State's continued efforts to produce secure driver's licenses and personal identification cards, state law (Public Act 7 of 2008) requires the Department to perform security checks on designated positions. This notice is to inform you that if you are appointed to a Security Checked Position, you must provide proof of U.S. Citizenship and continue to meet the requirements for the duration of the position. Employment may be terminated if U.S. Citizenship cannot be verified by the first day of employment. The following documents may be used to verify proof of citizenship*: + Original certified birth certificate issued by a government unit in the U.S. or U.S. territory + Valid, unexpired U.S. passport + Certificate of Citizenship (N-560, or N-561) + Certificate of Naturalization (N-550, N-570 or N-578) *Note: Photo identification must be provided. The current legal name and date of birth on the citizenship and identity documents should match. Spelling needs to match exactly. Date of birth needs to be an exact match. If the current legal name is different from the name on the birth certificate, the employee must show legal proof of the name change (i.e. original marriage license, divorce decree or court order). View the job specification at:Job Specification (http://www.michigan.gov/documents/DepartmentalSupervisor\_12524\_7.pdf) Accommodations If you require a reasonable accommodation to participate in the application or selection processes, please contact theADA coordinator (https://www.michigan.gov/ose/-/media/Project/Websites/ose/Contact/RACs.pdf) for the agency that posted this position vacancy. State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award. More details on benefits for our new hires are below: Rewarding Work:State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state’s military and veterans; rebuild our state’s infrastructure; or support other state agencies through our fiscal, IT, and HR systems. Insurance Benefits:The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees’ annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits. Retirement Programs:The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state’s contributions fully vest after just 4 years. More information is available athttp://www.mi.gov/orsstatedc. Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand 13 sick daysper year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions. Paid Parental Leave:Eligible employees can take 12 weeks of paid leaveimmediately after a birth or adoption to allow needed time together at home with a new child. Paid Holidays:Eligible employees receive 13 or 14 paid holidays each year including New Year’s Eve and Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day. Bonus Programs:Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums. Military Pay Differential:Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual. Tax-Advantaged Programs:In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income. Student Loan Forgiveness:Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Please view Student Loan Information (https://studentaid.gov/manage-loans/forgiveness-cancellation) to help determine if you could qualify is available from the U.S. Department of Education. Tuition Reduction:Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan. Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs. Alternative and Remote Work Schedules:Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek. Great Lakes and Great Times:Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park—just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan’s affordable cost of living, you can explore all that Michigan has to offer. Updated: 2/28/24 01 Are you related to anyone currently working for the Department of State (Secretary of State)? + Yes + No 02 If you answered "yes" to question #1, please list the name of each relative. If you answered "no" to question #1, please enter "none". 03 Please list all previous names, to include name at birth, and any alias name(s) used. If you do not have any previous/alias names to list, please enter "none". 04 Do you possess the education typically acquired through completion of high school? + Yes + No 05 Which of the following do you possess? + None + One year of experience equivalent to a Departmental Supervisor 10, Office Supervisor 11, or Secretary Supervisor 11 + Two years equivalent to an experienced-level technician, paraprofessional, professional, Office Supervisor 9 and 10, Secretary Supervisor 10, Emergency Dispatch Supervisor 10, or Human Resources Customer Service Supervisor 10 06 How many years of contact center experience do you have as a customer service representative answering incoming calls from the public? + None + Less than 1 year + 1 to 2 years + More than 2 years 07 Do you have experience supervising a high-volume contact center? + Yes + No 08 Please explain your experience supervising a high-volume contact center. If you do not possess this experience, please enter "none". 09 Please describe you experience working with rules, regulations, and laws. If you do not possess this experience, please enter "none". 10 What is your definition of customer service? 11 How many years of experience do you have with the CARS application? + None + Less than 1 year + 1 year - 3 years + 3 years - 5 years + More than 5 years 12 How many years of experience do you have with navigating MDOS procedural manuals? + None + Less than 1 year + 1 year - 3 years + 3 years - 5 years + More than 5 years 13 For the following questions, please provide your response as a separate attachment to your resume/application. Please limit your response to one page maximum: You are the supervisor in a contact center. You arrive to work at 10 a.m. due to an offsite meeting. Upon arriving at your desk, you are confronted with the following tasks: A.) Two personnel have called in sick leaving you short staffed and calls are backed up. You would normally ask the other supervisor to "borrow" a few personnel, but that supervisor is in training for the morning and is unavailable. B.) One of your employees states that they have an angry customer on the line that is demanding to speak with the supervisor. C.) There is an email from your boss sent at 8:15 a.m. requesting you to provide him/her with the weekly report by 10:30 a.m. for an 11 a.m. meeting. The report is not normally due until tomorrow and you only have it partially finished. D.) There are several emails from your personnel reporting a problem accessing a major database that is frequently used to respond to customer inquiries. E.) Your calendar shows that you are scheduled to sit down with an employee at 10:30 a.m. to address performance concerns that you have recently noticed. You have already rescheduled this meeting once before. List these tasks in the order that you would handle them and briefly state the action taken for each task and why. 14 Please select from the options below: (Please note, actions that have been expunged, formal counseling, and layoff actions need not be reported.) Failure to answer this question honestly may result in being sanctioned from employment with MDOS. Please select all that apply + I have been dismissed within the last two years + I have resigned in lieu of discipline or dismissal within the last two years + I have been suspended without pay within the last two years + I have received an unsatisfactory rating in the last two years + I have received a written reprimand within the last two years + I have signed a last chance agreement with MDOS within the last two years + I certify that none of the above circumstances apply to me 15 From the following options, please select your employment status (select all that apply). + Currently employed at the Department of State (Secretary of State) + Previously employed by the Department of State (Secretary of State) + Currently employed at another State of Michigan agency + Previously employed by another State of Michigan agency + None of the above Required Question Employer State of Michigan Department Department of State Address SOSEmployment@michigan.gov P.O. Box 30775 Lansing, Michigan, 48909 Apply Please verify your email addressVerify Email