Beneficiary Help Line Supervisor-Senior

We are seeking to hire a Beneficiary Help Line Supervisor-Senior to our team!

Join Us in Empowering Lives Through SSA’s Employment Support Initiatives

Are you passionate about making a meaningful difference in people’s lives? The Social Security Administration (SSA) is committed to helping individuals with disabilities achieve greater independence through employment. By joining our team, you’ll play a vital role in supporting this impactful mission—helping people unlock their potential, build confidence, and create brighter futures. If you're driven by purpose and inspired by the chance to make a lasting impact, we invite you to be part of a program that changes lives every day.
The Systems Manager is responsible for the administration, security, maintenance, and optimization of IT systems, networks, and infrastructure supporting the Beneficiary Helpline and related program operations. This role ensures reliable system functionality, compliance with SSA and federal security standards, and supports business continuity through proactive management, troubleshooting, and enhancements. The Systems Manager collaborates with program leaders and cross-functional teams to align technology solutions with organizational needs, prepares technical documentation, and serves as a subject matter expert on system security and best practices.

The Beneficiary Helpline Supervisor provides advanced leadership and operational excellence for the SSA Beneficiary Helpline. In addition to the standard supervisory responsibilities, this position manages high-complexity issues, serves as the primary escalation point for critical incidents, and leads process improvement initiatives. The Supervisor works closely with the Helpline Manager to ensure all contractual objectives are met, oversees advanced certification and training programs, and maintains a strong compliance posture with SSA and federal requirements. Additional duties include developing and executing advanced quality assurance plans, delivering comprehensive performance analysis and executive-level reporting, and liaising with stakeholders to align the helpline with program objectives. The Supervisor is responsible for workforce planning, resource allocation, and leading staff development efforts to foster a high-performing, customer-focused team.                                                                                                          

Duties and Responsibilities:
•    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.

Requirements:
•    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