Bureau Chief (Unemployment Insurance Operations Contact Center)

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.

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 bureau's 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 applicant’s 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): 20047639

Option 1

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

• 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 Ohio’s 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 $47.50 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 16

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

Hourly

$47.50

$50.15

$52.90

$55.88

$58.94

$62.31

$64.87

$67.90

Annual

$98,800

$104,312

$110,032

$116,230

$122,595

$129,605

$134,930

$141,232

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months

78 Months

Organization

Job & Family Services

Agency Contact Name and Information

[email protected]

Unposting Date

Feb 9, 2026, 11:59:00 PM

Primary Location

United States of America-OHIO

Compensation

$47.50

Schedule

Full-time

Classified Indicator

Unclassified

Union

Exempt from Union

Primary Job Skill

Management

Technical Skills

Budgeting, Data Analytics, Regulatory Compliance, Management, Policy Direction

Professional Skills

Conflict Management, Critical Thinking, Leading Others, Problem Solving, Strategic Thinking, Time Management, Verbal Communication, Written Communication

Agency Overview

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 someone’s 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.