Customer Service Supervisor

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Organization: Job & Family Services

Agency Contact Name and Information: odjfscareers@jfs.ohio.gov

Work Location:

United States

Compensation: $27.73

Schedule: Permanent - Full Time

Work Hours: 8:00AM - 5:00PM

Classified Indicator: Classified

Union: Exempt from union

Primary Job Skill: Customer Service

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Who We Are

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 Child Support Guiding Principles We will be a leader in customer satisfaction. We will have a reputation that attracts and retains talented, diverse, and dedicated employees. We get better at what we do every day. Office of Unemployment Insurance Operations 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. Learn more about the office by visiting the ODJFS OUIO webpage at jfs.ohio.gov/ouc. What You Will Do As a Contact Center Supervisor, you'll oversee phone agents and ensure smooth operations. 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.
• Create and refine processes to enhance customer experience and operational efficiency.
• Work with executive leaders to develop and improve administrative policies and procedures.
• Build teamwork and collaboration within your team and with other centers.

Preferred Skills:

• Able to balance multiple tasks in a high-volume environment.
• Ability to manage a team with a 1:10 supervisor-to-staff ratio.
• 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. Additional Information 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. Columbus Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215 Akron Ocasek - 172 S. Broadway Street, Akron, OH 44308 Dayton - 6680 Poe Avenue, Dayton, OH 45414 Travel Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid drivers license. 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 (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio 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.

Job Skills: Customer Service

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.