Seasoned Supervisor – Sales Call Center Customer Service Leadership for Dynamic Telecom Solutions

About brighthush

At brighthush, we’re more than a telecom company – we’re a movement that connects people to the moments that matter. With a global footprint that spans mobile, broadband, and cloud services, we empower millions to stay connected, work smarter, and play harder. Our mission is simple: to innovate, inspire, and impact the world through reliable, customer‑centric solutions. We believe that the best ideas come from a culture that encourages curiosity, embraces diversity, and rewards bold thinking. When you join brighthush, you become part of a vibrant community that values collaboration, continuous learning, and a shared commitment to excellence.

Why brighthush?

• We’re a forward‑thinking organization that invests heavily in technology, training, and employee well‑being.
• Our brighthush Team Life philosophy means you’ll have the freedom to bring your authentic self to work, whether that’s in the office, from home, or on the go.
• We celebrate every win, learn from every challenge, and build trust with our customers, partners, and communities.
• Our people are our greatest asset – that’s why we offer a comprehensive rewards package, flexible work arrangements, and a culture that nurtures growth.

Key Responsibilities

As a Supervisor in our Sales Call Center, you’ll be the linchpin that drives exceptional customer experiences and operational excellence. Your day‑to‑day responsibilities will include:

• Lead and inspire a high‑performing team of customer service agents, setting clear goals and fostering a culture of accountability.
• Oversee call volume management, ensuring optimal staffing levels and efficient workflow to meet service level agreements.
• Coach agents on product knowledge, billing procedures, and technical troubleshooting to resolve customer inquiries swiftly and accurately.
• Monitor and analyze quality metrics (first‑contact resolution, CSAT, NPS) and implement continuous improvement initiatives.
• Serve as the primary escalation point for complex issues, collaborating with cross‑functional teams to deliver timely solutions.
• Maintain a positive, customer‑first mindset across all interactions, modeling the highest standards of professionalism and empathy.
• Ensure compliance with company policies, industry regulations, and data privacy standards in every customer interaction.
• Participate in weekly huddles, training sessions, and strategic planning meetings to align team objectives with corporate goals.
• Drive employee engagement and retention through recognition programs, career development plans, and open communication.
• Analyze operational data to identify trends, forecast staffing needs, and recommend process enhancements.

Essential Qualifications

We’re looking for leaders who bring a blend of experience, passion, and a proven track record of success in a fast‑paced environment. The following qualifications are essential:

• Minimum four years of supervisory experience in a call center or customer service setting.
• Strong leadership skills with the ability to motivate, mentor, and develop a diverse team.
• Excellent communication and interpersonal skills, capable of building trust with both customers and colleagues.
• Proficiency in CRM systems, call center software, and Microsoft Office Suite.
• Demonstrated ability to analyze data, interpret metrics, and translate insights into actionable improvements.
• High level of adaptability and resilience in a dynamic, evolving environment.
• Valid driver’s license and reliable transportation (if required for occasional on‑site meetings).
• Commitment to flexible scheduling, including evenings, weekends, and holidays as needed.
• Residence within 75 miles of the reporting location to facilitate occasional in‑person collaboration.

Preferred Qualifications

While not mandatory, the following experience and credentials will set you apart:

• A Bachelor’s degree in Business, Communications, or a related field.
• Experience in technical product support or telecom services.
• Prior leadership in a customer service or call center environment with measurable performance improvements.
• Knowledge of regulatory compliance (e.g., FCC, GDPR) and data privacy best practices.
• Experience with performance management tools such as workforce optimization and predictive analytics.
• Demonstrated success in employee engagement initiatives and talent development.

Skills & Competencies

To thrive at brighthush, you’ll need a blend of technical acumen and soft skills:

• Strategic Thinking – Ability to align team goals with broader business objectives.
• Problem‑Solving – Quick, decisive action to resolve complex customer issues.
• Emotional Intelligence – Empathy for customers and team members alike.
• Data‑Driven Decision Making – Leverage metrics to drive performance and quality.
• Change Management – Lead teams through process improvements and technology upgrades.
• Collaboration – Work seamlessly with cross‑functional partners (Engineering, Billing, Marketing).
• Time Management – Prioritize tasks and manage multiple priorities in a high‑volume environment.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Supervisor, you’ll have access to:

• Structured leadership development programs that cover coaching, conflict resolution, and strategic planning.
• Regular skill‑building workshops on emerging technologies, customer experience trends, and industry best practices.
• Mentorship from senior leaders who share their insights and guide your career trajectory.
• Clear promotion pathways to roles such as Team Lead, Manager, Director, and beyond.
• Opportunities to cross‑train in other business units, expanding your skill set and network.
• Access to an extensive learning portal with courses, certifications, and knowledge bases.

Work Environment & Company Culture

Our culture is built on trust, collaboration, and a relentless focus on customer delight. You’ll experience:

• A hybrid work model that blends remote flexibility with occasional in‑person training and team huddles.
• A transparent communication style where feedback flows freely and ideas are valued.
• A commitment to work‑life balance through flexible scheduling and generous paid time off.
• A diverse and inclusive workforce that celebrates different perspectives and backgrounds.
• Regular team‑building events, community service initiatives, and wellness programs.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to support your career and personal life:

• Base Salary – Competitive range of $72,500 to $126,000, commensurate with experience and location.
• Potential for performance‑based incentives such as overtime, shift differential, and holiday pay.
• Comprehensive health, dental, and vision coverage for you and your family.
• Short‑ and long‑term disability, life insurance, and supplemental coverage options.
• Identity theft protection, pet insurance, and group home & auto insurance.
• Matching 401(k) plan with company contributions.
• Paid holidays, personal days, and paid parental leave.
• Adoption assistance, tuition reimbursement, and professional development stipends.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance programs and wellness initiatives.

How to Apply

If you’re ready to lead a high‑impact team, drive customer satisfaction, and grow your career at a company that values innovation and people, we want to hear from you. Click the link below to submit your application and join the brighthush Team Life.