Customer Service Supervisor

Contact Center Supervisor

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs: Cash and Food Assistance, Employment Services and Workforce Development, Unemployment Insurance, Adult Protective Services, and Child Support. Guiding principles include being a leader in customer satisfaction, attracting and retaining talented employees, and continually improving.

The Office of Unemployment Insurance Operations (OUIO) administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. It reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker.

As a Contact Center Supervisor, you'll oversee phone agents and ensure smooth operations. Your duties include overseeing daily operations for your unit in the Contact Center, monitoring and auditing phone calls to ensure agents meet customer service standards, handling and resolving escalated customer cases with complex issues, tracking and analyzing performance metrics, providing daily leadership, feedback, and support to team members, training and coaching agents, assessing and monitoring staff performance, creating and refining processes to enhance customer experience and operational efficiency, working with executive leaders to develop and improve administrative policies and procedures, building teamwork and collaboration within your team and with other centers.

Preferred skills include balancing multiple tasks in a high-volume environment, managing a team with a 1:10 supervisor-to-staff ratio, adaptability, communication, flexibility, knowledge of unemployment insurance laws and regulations, leadership, patience, performance monitoring, problem-solving, time management, and 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. Location: This position will be headquartered in an ODJFS Facility in one of the following cities - Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

Compensation Information: Starting salary for non-state employees will be the Step 1 of pay range 10. The current pay table can be found here: E1 Exempt Pay Schedule. 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.

Background check information: The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Why Work for the State of Ohio: At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes medical coverage, free dental, vision and basic life insurance premiums after completion of eligibility period, paid time off, including vacation, personal, sick leave and 11 paid holidays per year, childbirth, adoption, and foster care leave, education and development opportunities, public retirement systems, and optional deferred compensation. *Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications: 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector. -Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency. -Or equivalent of Minimum Class Qualifications for Employment noted above.

ADA Statement: Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Drug-Free Workplace: The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.