REMOTE Customer Service Supervisor - 20048716, 20048746, 20048775

The Ohio Department of Job and Family Services (ODJFS) is a $3.5 billion agency with approximately 2,500 employees. ODJFS develops and supervises the state's public assistance, workforce development, unemployment insurance, child and adult protective services, adoption, childcare, and child support programs. ODJFS' mission is to improve the well-being of Ohio's workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio's most vulnerable citizens.

At ODJFS, we offer our employees a rewarding work experience in public service helping Ohioans achieve a sustainable lifestyle that includes generous benefit options and a flexible work life balance making our agency a great place to work!

• Low-cost health care benefits with FREE dental and vision after completed eligibility period
• Guaranteed 11 paid holidays each year
• Significant employer paid OPERS contributions
• Employee tuition reimbursement programs

• Wellness incentives for healthcare participants
• And much more!

To learn more about ODJFS, please visit our website at www.jfs.ohio.gov, find us on LinkedIn and follow us on Facebook.

There are three positions available: 20048716, 20048746, and 20048775

Major Duties and Responsibilities

This position supervises the Unemployment Contact Center including managing staff. You will be required to manage specific metrics and provide timely coaching and feedback.

• Oversee entire operations for a unit in the Unemployment Contact Center
• Review individual and team performance metrics
• Provide constructive daily leadership, feedback, and encouragement to team members
• Be a subject matter expert and trainer on day-to-day responsibilities
• Collaborate with executive leadership in developing, implementing, and managing administrative policy and procedural improvements
• Manage, create, and improve processes and work flows to optimize customer experience and operational efficiency
• Prevent and resolve escalated cases from customers
• Build team and collaboration across teams and with other centers
• Manage metrics on a daily, weekly, and monthly basis and dig into root causes to understand
• Interview and onboard new employees
• Create and maintain a positive and uplifting culture within the office
• Represent agency in public speaking engagements
• Create and maintain a plan to ensure a positive customer experience by monitoring/audit calls for phone agents on a regular consistent basis; identify areas where further training may be needed.

You need to have experience with federal/state employment or unemployment program(s). Experience (or training) in supervising staff is also necessary. Call center experience is a plus. You need strong leadership, analytical, and problem-solving skills along with the ability to collaborate with others and to lead change management in customer and employee behavior. The ability to handle many competing priorities and remain controlled in a fast-paced environment is essential.

The following are the minimum qualifications for this position. For further consideration, applicants must clearly identify how qualifications are met within the education and/or experience sections of the application.

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

Option 1

• 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.

Option 2

• 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.

OR Equivalent of Minimum Class Qualifications For Employment noted above.

Major Worker Characteristics

The candidate selected for this position would be expected to possess the following characteristics to perform the essential duties of the job:

Knowledge of supervisory principles/techniques*; public relations; departmental operations, policies & procedures for assigned agency; applicable federal & state codes regulating departmental operations; applications of mathematical, analytical &/or statistical methods in formulating & solving problems or in decision making*; public speaking, speech or communication*.

Ability to define problems, collect data, establish facts & draw valid conclusions; establish friendly atmosphere as supervisor of work unit; use research methods in gathering data; handle sensitive telephone, written or face to face inquiries with government officials & general public; interpret variety of technical material in books, journals & manuals; prepare & deliver speeches before specialized audiences & general public; prepare meaningful, precise & accurate reports.
(*) Developed after employment.

Supplemental Information

Unless required by legislation or union contract, starting salary will be the minimum salary of the salary range (step 1, currently $23.82 per hour) associated with this position.

All answers to the supplemental questions must be supported by the work experience/education provided on your civil service application.

Unless the posting requires, please do not include attachments, as attachments will not be considered as part of your application.

When contacted for an interview, an applicant who requires special accommodations due to a disability should notify the office at that time so proper arrangements can be made for the interview.

Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid driver’s license.

Remote Work Details

This position, upon approval, may work remotely and require occasional in-person work for training, meetings and other operational needs. Successful candidates must have and maintain internet at their remote location during normal working hours. Employees will have access to shared workspaces at an ODJFS location. Employees must reside in Ohio and within a reasonable distance to their assigned work location to respond to workplace reporting requirements.

Status of posted positions

You can check the status of your application online be signing into your profile and clicking the “My Jobpage” tab to view completed submissions and submission details. If you have questions other than your applications status, please direct them to HR_Support_Center@jfs.ohio.gov.

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.