Dynamic Sales Call Center Supervisor – Customer Service Leadership & Team Excellence

About brighthush

brighthush is a trailblazing leader in the telecommunications and digital services sector, dedicated to connecting people and businesses through cutting‑edge technology, reliable connectivity, and exceptional customer experiences. With a global footprint and a culture that thrives on innovation, collaboration, and continuous improvement, brighthush empowers its teams to deliver world‑class service while shaping the future of communication.

Why Join brighthush?

At brighthush, we believe that our people are our most valuable asset. As a Sales Call Center Supervisor, you will be at the forefront of our customer engagement strategy, guiding a high‑performing team to exceed service level agreements, drive customer satisfaction, and contribute to the company’s growth. You’ll enjoy a dynamic work environment, competitive compensation, and a comprehensive benefits package designed to support your professional and personal well‑being.

Key Responsibilities

As a Sales Call Center Supervisor, you will play a pivotal role in ensuring that our customer service operations run smoothly and efficiently. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Inspire, coach, and mentor a diverse team of customer service representatives, fostering a culture of accountability, continuous learning, and high performance.
• Operational Excellence: Monitor call metrics, quality assurance scores, and productivity indicators to identify trends, implement process improvements, and maintain compliance with company standards.
• Issue Resolution & Escalation Management: Act as the first line of escalation for complex customer inquiries, ensuring timely and effective resolution while maintaining a positive customer experience.
• Performance Management: Conduct regular performance reviews, set SMART goals, and provide constructive feedback to help team members grow and succeed.
• Shift Scheduling & Workforce Planning: Create and manage shift schedules that align with business demand, ensuring adequate coverage during peak periods while optimizing labor costs.
• Data Analysis & Reporting: Generate and analyze reports on key performance indicators (KPIs), such as average handle time, first‑call resolution, and customer satisfaction scores, and present findings to senior leadership.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Technical Support teams to align on product knowledge, service updates, and customer feedback loops.
• Compliance & Quality Assurance: Ensure all team activities adhere to regulatory requirements, internal policies, and industry best practices.
• Continuous Improvement: Identify opportunities for process optimization, automation, and training enhancements to elevate service quality and operational efficiency.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience.
• Minimum of 4 years of progressive experience in a customer service or call center environment, with at least 2 years in a supervisory or managerial role.
• Proven track record of leading high‑performing teams, achieving or exceeding service level agreements, and driving customer satisfaction.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent communication, interpersonal, and conflict‑resolution skills.
• Proficiency in CRM systems (e.g., Salesforce, Zendesk), call center platforms (e.g., Genesys, Five9), and Microsoft Office Suite.
• Flexibility to work evenings, weekends, and holidays as required by business needs.
• Demonstrated ability to thrive in a fast‑paced, dynamic environment.

Preferred Qualifications

• Experience in the telecommunications or technology industry.
• Knowledge of sales processes and customer journey mapping.
• Certification in Call Center Management or Customer Experience (e.g., CSM, CXI).
• Multilingual capabilities or experience managing a diverse workforce.
• Advanced data visualization skills (e.g., Tableau, Power BI).

Core Competencies & Skills

• Leadership & Coaching: Ability to inspire, motivate, and develop team members.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Adaptability: Comfortable navigating change and driving continuous improvement.
• Time Management: Efficiently prioritizes tasks and manages multiple priorities.
• Technology Savvy: Comfortable with call center technology, CRM systems, and data analytics tools.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Sales Call Center Supervisor, you will have access to:

• Structured leadership training programs that cover coaching, performance management, and strategic planning.
• Mentorship from senior leaders across the organization.
• Opportunities to transition into roles such as Operations Manager, Customer Experience Lead, or Sales Enablement Manager.
• Cross‑functional projects that expose you to product development, marketing, and technical support teams.
• Continuous learning resources, including online courses, workshops, and industry conferences.

Work Environment & Culture

brighthush fosters a culture of collaboration, innovation, and inclusion. Our remote work model empowers you to balance your professional and personal life while staying connected with a vibrant, global team. You’ll benefit from:

• Flexible work arrangements and a supportive remote infrastructure.
• Regular virtual town halls, team‑building activities, and recognition programs.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Access to cutting‑edge technology and tools that enable you to deliver top‑tier customer service.

Compensation & Benefits

We offer a competitive salary range of USD 72,500 – 126,000 per year, commensurate with experience and performance. In addition to your base pay, you will enjoy a comprehensive benefits package that includes:

• 401(k) plan with company matching.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Tuition reimbursement and professional development stipend.
• Health, dental, and vision insurance plans.
• Life and disability insurance.
• Employee assistance program (EAP) and wellness resources.
• Generous parental leave and family support programs.
• Employee discounts on brighthush products and services.

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote – Freehold, New Jersey, United States
• Languages: English (Fluent)

How to Apply

Ready to lead, inspire, and elevate customer experiences at brighthush? Submit your application today and join a team that values innovation, collaboration, and excellence. We look forward to discovering how your skills and passion can help us continue to connect people through transformative technology.