Experienced Sales & Customer Service Call Center Supervisor – Lead Team Performance, Customer Experience, and Process Excellence at brighthush

About brighthush

brighthush is a forward‑thinking telecommunications powerhouse that connects people worldwide through cutting‑edge technology and unparalleled customer experiences. With a legacy of innovation and a commitment to empowering communities, brighthush is redefining how people communicate, collaborate, and thrive in a digital age. As we expand our global footprint, we’re looking for dynamic leaders who can drive excellence in customer service and sales while fostering a culture of collaboration, growth, and impact.

Position Overview

We’re seeking an experienced Sales & Customer Service Call Center Supervisor to join our remote team based in Freehold, Franklinville, or New Jersey. This mid‑level, full‑time role is pivotal in ensuring that our sales and customer service teams deliver exceptional service, meet performance metrics, and continuously improve processes. If you thrive in a fast‑paced environment, enjoy coaching others, and have a passion for driving results, brighthush invites you to bring your expertise to our dynamic organization.

Key Responsibilities

• Team Leadership & Coaching: Lead, mentor, and motivate a high‑performing sales and customer service team, fostering a culture of accountability, continuous improvement, and professional development.
• Performance Management: Monitor call metrics, analyze data, and implement strategies to improve key performance indicators such as first‑call resolution, average handle time, and customer satisfaction scores.
• Quality Assurance: Conduct regular call reviews, provide constructive feedback, and ensure adherence to brand standards, compliance regulations, and internal policies.
• Issue Resolution & Escalation: Act as the escalation point for complex customer issues, collaborating with cross‑functional teams to deliver timely, effective solutions.
• Process Improvement: Identify bottlenecks, recommend process enhancements, and work with operations and technology teams to implement scalable solutions.
• Reporting & Analytics: Prepare and present weekly, monthly, and quarterly reports to senior leadership, highlighting trends, insights, and action plans.
• Shift Management: Schedule and manage shift coverage, ensuring optimal staffing levels during evenings, weekends, and holidays.
• Compliance & Training: Ensure all team members are trained on the latest product offerings, sales techniques, and regulatory requirements.
• Culture Champion: Promote a positive, inclusive work environment that values diversity, encourages innovation, and rewards high performance.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent work experience.
• Minimum of four years of progressive experience in a call center or sales environment, with at least two years in a supervisory or team‑lead capacity.
• Proven track record of meeting or exceeding sales targets and customer service metrics.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent communication, interpersonal, and conflict‑resolution skills.
• Comfortable working evenings, weekends, and holidays as required by the business.
• Proficiency in CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Experience with remote team management and virtual collaboration tools.

Preferred Qualifications

• Experience in the telecommunications or technology sector.
• Knowledge of regulatory compliance standards such as PCI‑DSS, HIPAA, or GDPR.
• Advanced training in coaching, performance management, or leadership development.
• Multilingual capabilities, especially in Spanish or other high‑demand languages.
• Certification in Customer Experience (CX) or Call Center Operations.

Skills & Competencies

• Strategic Thinking & Problem Solving
• Data‑Driven Decision Making
• Team Building & Talent Development
• Customer‑Centric Mindset
• Adaptability & Resilience
• Project Management & Process Optimization
• Technology Savvy – Comfortable with new tools and platforms
• High Emotional Intelligence and Empathy

Career Growth & Learning Opportunities

At brighthush, we believe that growth starts with learning. As a Supervisor, you’ll have access to:

• Structured leadership development programs designed to accelerate your career trajectory.
• Mentorship from senior executives and industry experts.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Tuition reimbursement for relevant courses, certifications, and advanced degrees.
• Regular performance reviews with clear pathways to promotion.

Work Environment & Company Culture

brighthush is committed to creating an inclusive, collaborative, and innovative workplace. Our remote model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team‑building activities.
• Open‑door communication channels with leadership.
• Flexible work schedules that respect work‑life balance.
• A culture that celebrates diversity, equity, and inclusion.
• Recognition programs that reward outstanding performance and teamwork.

Compensation & Benefits

We offer a competitive salary range of USD 72,500 – 126,000 per year, commensurate with experience and performance. In addition, you’ll enjoy:

• 401(k) plan with company matching.
• Generous paid time off (PTO) and holiday schedule.
• Comprehensive health, dental, and vision insurance packages.
• Retirement plan options and financial wellness resources.
• Generous parental leave for new parents.
• Employee assistance programs and wellness initiatives.
• Annual performance bonuses and incentive programs.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values innovation, integrity, and impact. You’ll work alongside passionate professionals who are dedicated to delivering world‑class customer experiences and driving business growth. Your leadership will shape the future of our sales and customer service teams, ensuring that we remain at the forefront of the telecommunications industry.

Ready to Make an Impact?

If you’re a results‑oriented leader with a passion for coaching, a knack for data‑driven decision making, and a desire to thrive in a dynamic, remote environment, we want to hear from you. Apply today and help brighthush continue to connect people, empower communities, and set new standards in customer service excellence.