Bureau Chief (Unemployment Insurance Operations Contact Center)

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 ourTotal 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.

ADA Notice

If you require an accommodation based on a disability for any step of the selection process please contact

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Office of Unemployment Insurance Operations

The Office of Unemployment Insurance Operations (OUIO) administers Ohios 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.

What You Will Do

As the Contact Center Bureau Chief you will oversee the operations and activities of the bureau ensuring effective delivery of the Unemployment Insurance (UI) program through the contact center. This role involves managing staff monitoring employee performance and developing effective strategies for program improvements.

Job Duties

• Leadership & Supervision:

  • Oversee and direct the bureaus operations and staff.

  • Assign work provide guidance and conduct performance evaluations.

  • Manage staffing needs and facilitate staff development.

• Contact Center:

  • Ensure the contact center is equipped to answer unemployment calls respond to live chats and provide excellent customer service.

  • Strategize and implement solutions to drive high level performance.

  • Collaborate and recommend effective training strategies for new and existing employees.

• Workforce Management:

  • Direct and manage daily weekly monthly and yearly workforce planning for contact center call volumes.

  • Lead and direct weekly command center style meetings to ensure Office is aligned with contact center operational successes and challenges.

• Performance Analysis:

  • Create and execute strategies to ensure consistent high value performance.

  • Monitor and analyze employee/contact performance on critical contact center performance indicators.

• Budget Management:

  • Oversee the Contact Center budget.

  • Manage vendor staff according to the contract obligations and established budget constraints.

• Policy Development:

  • Stay updated on changes in state and federal laws affecting the UI program.

  • Provide analysis and feedback on pending legislation and program policies as they relate to the contact center.

• Representation & Communication:

  • Represent the Ohio Department of Job and Family Services at meetings and seminars.

  • Interact with other agencies and bureaus to implement UI programs.

• Record Keeping & Issue Resolution:

  • Maintain required record-keeping and reporting systems.

  • Investigate and resolve complaints from staff employers and the public.

Challenges

• Resource Management for the increase of phone calls in January February July and December.

• The system modernization project will change how we do business by combining the unemployment benefits and appeals systems into one with a deployment targeted for 2026.

Recommended Skills

• Strong leadership and management skills.

• Excellent communication and problem-solving abilities.

• Previous experience with a contact center environment.

• Proficient organizational/time management abilities to effectively lead a large team.

• Knowledge of unemployment insurance laws and policies.

Schedule: Full-time

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

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 applicants home address.

Rhodes State Office Tower 30 E. Broad Street Columbus OH 43215

Akron - 172 S. Broadway Street Akron OH 44308

Dayton - 6680 Poe Avenue Dayton OH 45414

Travel: Occasional travel within the state of Ohio.

PN(s):

The ideal candidate at minimum must have the following:

Option 1:

• 12 months experience as Unemployment Insurance Senior Manager.

OR Option 2:

• 60 months experience or training in government laws rules regulations and/or procedures for program eligibility and/or liability (e.g. unemployment compensation workers compensation income tax debt collection human services or similar).
• AND 24 months experience in supervisory or management principles/techniques.

OR Option 3:

• Completion of undergraduate core program in public or business administration.
• AND 36 months training or experience in government laws rules regulations and/or procedures for program eligibility and/or liability (e.g. unemployment compensation workers compensation income tax debt collection human services or similar).
• AND 24 months experience in supervisory or management principles/techniques.

OR Option 4:

• 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 give 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

This position is in the State of Ohios E1 Pay Schedule Pay Range 16. Unless required by legislation or union contract starting salary will be the minimum salary of that pay range (step 1 currently $47.50per 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.

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.

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

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someones world!

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.

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.