Call Center Supervisor

Call Center Supervisor

The Call Center Supervisor is responsible for advanced support to the SSA Ticket to Work Help Line by assisting Call Center Management. Directs and supervises Beneficiary Support Specialist I (BSS I and II) responsible for routine/basic inbound call, outbound call, email, and web chat services. Ensures staff have 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 the established Service Level Agreements (SLAs).

Responsible for setting priorities and coordinating activities that align with set objectives and goals.

As a backup, may handle queued and escalated calls to support the BSS team members and ensure timely resolution of complex inquiries.

Maintain end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service.

Provide monitoring support and outreach, as assigned.

Identifies key issues and areas for improvement to streamline or implement new recommended procedures.

Research and analyze customer service issues to provide information and solutions in a timely manner.

Defines roles and expectations for supervised staff. Provides clear direction to ensure consistent progress is made toward set goals.

Work with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.

Contribute to achieving call center performance metrics, including ATT, AHT, productivity, adherence, and overall service-level objectives.

Demonstrate enhanced service skills in identifying core customer issues and providing solutions.

Seek opportunities to improve workflow and increase efficiency. Adapts well to new processes and procedures.

Retrieve, input, and maintain case records and customer interaction details using internal databases and tracking systems.

Update beneficiary account information and ensure complete, accurate documentation of all inquiries, referrals, and follow-up actions.

Provide accurate referrals to national and local resources.

Follow scripts, job aids, and program materials to deliver consistent and high-quality information.

Minimum Qualifications

• Bachelor's Degree.
• 4-6 years or related experience in Customer Service or public relations.

Other Job Specific Skills

• In good standing and meeting all BSS I performance metrics.
• Demonstrated call center leadership experience with a record of driving positive metrics.
• Familiarity with SSA disability programs (SSI/SSDI) and/or the Ticket to Work Program.
• Experience supporting individuals with disabilities or vulnerable populations.
• Bilingual proficiency (e.g., English/Spanish).
• 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 a good working relationship and rapport with customers.
• Ability to adapt to new processes or procedures.
• Ability to interact effectively with others.
• Excellent written and verbal communication skills.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.