Beneficiary Help Line Supervisor

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

Requirements

• Bachelor’s degree with 2–4 years relevant experience, or high school diploma/GED with 8–10 years directly related helpline/contact center experience.
• Supervisory or team lead experience in customer service, preferably in government or benefit programs.
• Excellent verbal and written communication skills; strong conflict resolution abilities.
• Experience in staff training, coaching, and performance evaluation.
• Proficient with call center technology, CRM systems, and Microsoft Office Suite.
• Analytical skills to monitor performance metrics and prepare reports.
• Solid organizational and decision-making skills.
• Knowledge of privacy, security, and confidentiality regulations, such as FISMA or HIPAA.

Benefits

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