• Job Description

  Req#: 250005QM

  This position will be in-office, headquartered at the Dayton Delivery Center - 6680 Poe Ave, Dayton, Ohio 45414

  The Office of Unemployment Insurance Operations (OUIO) runs Ohio's unemployment insurance program. This program gives temporary income to workers who lose their jobs through no fault of their own. It helps families cope during unemployment and supports local economies by keeping money in circulation. For more information, visit the ODJFS OUIO webpage at jfs.ohio.gov.

  What You’ll Do

  As a Supervisor in the Unemployment Contact Center, you'll manage operations and supervise staff. You will be required to manage specific metrics and provide timely coaching and feedback. Your duties include:

  • Oversee daily operations for your unit in the Contact Center.
  • Monitor and audit phone calls to ensure agents meet customer service standards and identify areas for additional training.
  • Handle and resolve escalated customer cases with complex issues.
  • Track and analyze performance metrics daily, weekly, and monthly to address issues and improve performance.
  • Provide daily leadership, feedback, and support to team members.
  • Train and coach agents to boost their performance and ensure they are skilled in day-to-day tasks.
  • Assess and monitor staff performance, providing feedback to both the team and individual agents.
  • Assign and follow up on cases that don’t involve phone calls.
  • Create and refine processes to enhance customer experience and operational efficiency.
  • Ensure compliance with regulations and best practices.
  • Work with executive leaders to develop and improve administrative policies and procedures.
  • Build teamwork and collaboration within your team and with other centers.
  • Interview and onboard new employees.
  • Foster a positive and motivating work environment.
  • Represent the agency at public speaking events.

  Challenges:

  • Balancing multiple tasks in a high-volume environment.
  • Managing a team with a 1:10 supervisor-to-staff ratio.

  Necessary Skills:

  • Adaptability: Handle unexpected situations, learn new tools, and manage a diverse team.
  • Communication: Be clear and effective both verbally and in writing.
  • Flexibility: Adjust your coaching methods to meet different needs and learning styles.
  • Knowledge: Understand unemployment insurance laws and regulations.
  • Leadership: Motivate and guide your team.
  • Patience: Staying calm under pressure and in challenging situations.
  • Performance Monitoring: Track agent performance and giving useful feedback.
  • Problem-Solving: Resolve customer and internal issues quickly.
  • Time Management: Use your time and resources efficiently.
  • Training: Onboard new agents and conduct ongoing training.

  Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m.

  Travel: Occasional travel may be required for meetings, training, or other needs.

  PN(s): 20035803

  The ideal candidate, at minimum, must have the following:

  Option 1:

  • 36 months experience or training in interpreting and applying program eligibility and/or liability rules, regulations, and/or procedures (e.g., unemployment insurance, workforce development, workers' compensation, human services, or income tax law).
  • AND 12 months experience in supervisory principles/techniques.

  Option 2:

  • Completion of undergraduate core program in public or business administration.
  • AND 12 months experience in supervisory principles/techniques.

  OR Equivalent of minimum class qualifications for employment noted above.

  Tips For Your Application

  When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot giv e you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

  Pay Information

  T his position is in the State of Ohio’s E1 Pay Schedule, Pay Range 12. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $32.35 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

  Pay Range 12	Step 1	Step 2	Step 3	Step 4	Step 5	Step 6	Step 7	Step 8
  Hourly	$32.35	$34.18	$36.01	$38.00	$40.11	$42.30	$44.03	$46.09
  Annual	$67,288	$71,094	$74,901	$79,040	$83,429	$87,984	$91,582	$95,867
  Months of Employment	At Hire	6 months	18 months	30 months	42 months	54 months	66 months	78 months

  Telework & Work-From-Home

  All positions at ODJFS are in-office positions. We are currently migrating from remote work to in-office work. Should you be invited for an interview or assessment, please inquire at that time if this is an in-office position or a currently/temporarily remote position.

• About the company

  Ohio is a state in the Midwestern region of the United States. Of the fifty states, it is the 34th-largest by area, and with a population of nearly 11.8 million, is the seventh-most populous and tenth-most densely populated.

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