Beneficiary Line Supervisor

Overview

CTEC is a leading technology firm providing modernization, digital transformation, and application development services to the U.S. Federal Government. We are seeking to hire a Beneficiary Helpline Supervisor to join our team and support SSA employment initiatives.

• Provide advanced supervision, mentorship, and leadership for helpline staff and senior team members.
• Manage and resolve the most sensitive or high-impact beneficiary inquiries and incidents.
• Deliver executive-level analyses, operational reporting, and performance metrics to management.
• Lead development, documentation, and implementation of best practices, policies, and SOPs for the helpline.
• 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 related to privacy, security, and risk management.
• Lead workforce planning, resource management, and succession management activities.

• Bachelor’s degree with 5–7 years relevant supervisory experience; advanced degrees or certifications preferred.
• Experience leading large teams in high-volume, complex contact center environments, especially those supporting government or public sector 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; ability to communicate with all stakeholder levels.
• 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.

Clearance requirements:
Must be a US Citizen and able to obtain and maintain a SSA Public Trust clearance

• Paid vacation & Sick leave
• Health insurance coverage
• Performance bonus programs
• 401K contribution & Employer Match

For government reporting purposes, we ask candidates to respond to the voluntary self-identification survey. Completion is voluntary. Any information provided will be kept confidential and used solely for equal employment opportunity purposes. This includes information on disability status and veteran status in accordance with applicable laws.