Beneficiary Help Line Supervisor-Senior

Bachelor’s degree with 5–7 years relevant supervisory experience. Experience leading large teams in high-volume, complex contact center environments, especially those supporting government clients. Demonstrated ability to manage staff development, performance, and mentorship programs. Advanced skills in performance analysis, reporting, and using insights for operational decisions. Superior written and verbal communication skills. Expert proficiency in contact center solutions, analytics tools, and incident management systems. In-depth knowledge of federal confidentiality, privacy, and information security regulations. Experience leading process innovation, change management, and quality improvement initiatives. Advanced conflict management and crisis intervention skills.

Provide advanced supervision, mentorship, and leadership for helpline staff. Manage and resolve sensitive or high-impact beneficiary inquiries and incidents. Deliver executive-level analyses, operational reporting, and performance metrics. Lead development, documentation, and implementation of best practices, policies, and SOPs. Oversee advanced certification and training initiatives for staff. Develop and execute comprehensive quality assurance and customer satisfaction improvement plans. Collaborate with internal and external stakeholders to ensure alignment with SSA objectives. Ensure compliance with all federal, SSA, and contractual requirements. Lead workforce planning, resource management, and succession management activities.