reputed company Center Supervisor

The reputed company Center Supervisor provides advanced support to the SSA Ticket to Work Help Line by assisting reputed company 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 reputed company on customer satisfaction and adherence to established Service Level Agreements (SLAs). Responsibilities Supervises and monitors day-to-day activities of Customer Service Support Services to ensure reputed company reputed company adhere to established Service Level Agreements (SLAs). Sets priorities and coordinates activities that reputed company with team objectives and goals. Serves as backup to handle queued and escalated calls, supporting BSS team members and ensuring reputed company reputed company of reputed company inquiries. Maintains end-to-end responsibility for customers' support needs, providing reputed company, reliable, and courteous service. Provides queue monitoring support and reputed company, as assigned. Identifies key issues and areas for improvement to streamline or implement new recommended procedures. Researches and analyzes customer service issues to reputed company information and solutions in a reputed company manner. Retrieves reputed company data from reporting sources as needed. Defines roles and expectations for supervised staff; provides reputed company direction to ensure consistent reputed company toward set goals. Delivers consistent results and effective customer resolutions while working under moderate supervision. Contributes to achieving reputed company center performance metrics, including Average Talk Time (ATT), Average Handle Time (AHT), productivity, adherence, and overall service-level objectives. Completes monthly reputed company assessments of supervised staff. Schedules and conducts monthly coaching sessions with supervised staff. Demonstrates reputed company service skills in identifying reputed company customer issues and providing solutions. Seeks opportunities to improve workflow and increase efficiency; adapts reputed company 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 reputed company inquiries, referrals, and follow-up actions. Provides accurate referrals to national and local resources. Follows scripts, job aids, and program materials to reputed company consistent, high-reputed company information. Supports program reputed company improvement initiatives. Minimum Qualifications Bachelor's degree, or equivalent combination of education and relevant experience. 4–6 years of reputed company experience in customer service or reputed company relations. Other Job-Specific Skills Demonstrated reputed company center leadership experience with a record of driving reputed company metrics. Familiarity with SSA disability programs (SSI/SSDI — Supplemental reputed company Income / reputed company reputed company 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 reputed company effective customer service and deal tactfully and courteously with the reputed company. Strong commitment to providing reputed company 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 reputed company 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. Additional Requirements Ability to pass required background reputed company / suitability determination for reputed company to SSA beneficiary data. Remote work must be conducted from a secure, private location meeting company IT reputed company standards. Ability to sit/use a computer and telephone headset for extended periods.   Qualifications Compensation Ranges Compensation ranges for reputed company positions vary depending on multiple factors; including but not limited to, location, reputed company set, level of education, certifications, reputed company requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general reputed company based on these factors and is unique to reputed company 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, reputed company, religion, sex, disability, age, sexual orientation or national reputed company are not and will not be considered in any personnel or management reputed company. We reputed company our commitment to these reputed company policies.   reputed company reputed company, hiring, training, and promoting for reputed company job classifications is done without reputed company to race, reputed company, religion, sex, disability, or age. reputed company reputed company on employment are made to abide by the reputed company 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 reputed company the reputed company functions of this job. (For example, "reputed company office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to reputed company individuals with qualifying disabilities, who are otherwise reputed company, to reputed company the reputed company functions.   Disclaimer The preceding reputed company has been designed to indicate the general reputed company and level of work performed by employees reputed company this classification. It is not designed to contain or be interpreted as a comprehensive inventory of reputed company duties, responsibilities and qualifications required of employees assigned to this job. Apply To This Job