Unemployment Insurance Operations Lead

Ohio Department of Job and Family Services; Akron (OH); On-site; USD 69,000 - 99,000; Full time

Job summary

Ohio Department of Job and Family Services (ODJFS) Office of Unemployment Insurance Operations in Ohio is seeking a supervisor to oversee daily staff operations handling unemployment claims for Ohioans. The role involves training staff on complex claims, coordinating with other ODJFS offices, and creating procedures to ensure legal compliance.

The position requires monitoring performance metrics, addressing data quality, and resolving disputes while maintaining high customer service standards.

Qualifications

• Experience with federal and state unemployment programs and policies.
• Strong leadership, analytical and problem-solving abilities.
• Ability to manage multiple priorities and stay calm in a fast-paced environment.

Responsibilities

• Oversee daily staff operations to ensure productivity, efficiency, and strong customer service for unemployed Ohioans
• Train and support staff on complex unemployment claims including combined wage, federal, military and appeal-related claims
• Coordinate operations with other supervisors across ODJFS
• Create and review procedures to ensure compliance with all laws and regulations
• Review employee data and reports to ensure the team meets ODJFS and federal performance goals
• Monitor unemployment claim data for quality and workload levels, and address issues
• Handle customer disputes and explain unemployment laws and rules clearly

Skills

Experience with unemployment programs

Leadership and problem solving

Prioritization under pressure

Job description

Ohio Department of Job and Family Services (ODJFS) Office of Unemployment Insurance Operations in Ohio is seeking a supervisor to oversee daily staff operations handling unemployment claims for Ohioans. The role involves training staff on complex claims, coordinating with other ODJFS offices, and creating procedures to ensure legal compliance.

The position requires monitoring performance metrics, addressing data quality, and resolving disputes while maintaining high customer service standards.