Call Center Supervisor

The Call Center Supervisor provides advanced support to the SSA Ticket to Work Help Line by assisting Call Center Management with daily operations. This role directs and supervises Beneficiary Support Specialists (BSS I and II), who are responsible for routine/basic inbound calls, outbound calls, email, and web chat services. The Supervisor ensures staff maintain the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

• Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to established Service Level Agreements (SLAs).
• Sets priorities and coordinates activities that align with team objectives and goals.
• Serves as backup to handle queued and escalated calls, supporting BSS team members and ensuring timely resolution of complex inquiries.
• Maintains end-to-end responsibility for customers' support needs, providing timely, reliable, and courteous service.
• Provides queue monitoring support and outreach, as assigned.
• Identifies key issues and areas for improvement to streamline or implement new recommended procedures.
• Researches and analyzes customer service issues to provide information and solutions in a timely manner.
• Retrieves ad-hoc data from reporting sources as needed.
• Defines roles and expectations for supervised staff; provides clear direction to ensure consistent progress toward set goals.
• Delivers consistent results and effective customer resolutions while working under moderate supervision.
• Contributes to achieving call center performance metrics, including Average Talk Time (ATT), Average Handle Time (AHT), productivity, adherence, and overall service-level objectives.
• Completes monthly quality assessments of supervised staff.
• Schedules and conducts monthly coaching sessions with supervised staff.
• Demonstrates enhanced service skills in identifying core customer issues and providing solutions.
• Seeks opportunities to improve workflow and increase efficiency; adapts readily to new processes and procedures.
• Retrieves, inputs, and maintains case records and customer interaction details using internal databases and tracking systems.
• Updates beneficiary account information and ensures complete, accurate documentation of all inquiries, referrals, and follow-up actions.
• Provides accurate referrals to national and local resources.
• Follows scripts, job aids, and program materials to deliver consistent, high-quality information.
• Supports program continuous improvement initiatives.

• Bachelor's degree, or equivalent combination of education and relevant experience.
• 4–6 years of related experience in customer service or public relations.

• Demonstrated call center leadership experience with a record of driving positive metrics.
• Familiarity with SSA disability programs (SSI/SSDI — Supplemental Security Income / Social Security Disability Insurance) and/or the Ticket to Work program.
• Experience supporting individuals with disabilities or vulnerable populations.
• Bilingual proficiency (e.g., English/Spanish) — preferred, not required.
• Strong leadership and customer service skills.
• Ability to organize and supervise staff for maximum efficiency.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong commitment to providing quality service.
• Strong attention to detail and accuracy.
• Ability to convey enthusiasm, energy, and sincerity over the phone.
• Exceptional problem-solving and organizational skills.
• Ability to foster good working relationships and rapport with customers.
• Ability to adapt to new processes or procedures.
• Ability to interact effectively with others.
• Ability to manage change and/or conflict.
• Excellent written and verbal communication skills.
• Team player who engages effectively with the overall leadership team.

• Ability to pass required background check / suitability determination for access to SSA beneficiary data.
• Remote work must be conducted from a secure, private location meeting company IT security standards.
• Ability to sit/use a computer and telephone headset for extended periods.