Senior Call Center Supervisor – Customer Service & Sales Operations at brighthush

About brighthush

At brighthush, we’re redefining the way people connect, communicate, and collaborate. As a leading innovator in the telecommunications and digital services space, we empower individuals and businesses to stay connected, productive, and inspired. Our culture is built on curiosity, resilience, and a relentless focus on customer delight. If you’re passionate about creating memorable experiences, driving operational excellence, and leading high‑performing teams, brighthush is the place for you.

Why Join brighthush?

Working at brighthush means you’ll be part of a dynamic, forward‑thinking organization that values every voice. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Our employees enjoy:

• Competitive pay and performance‑based incentives
• Comprehensive health, dental, and vision plans
• Generous paid time off, including vacation, sick leave, and personal days
• 401(k) with company match and financial wellness resources
• Continuous learning opportunities, tuition reimbursement, and internal career pathways
• Flexible work arrangements, including remote work and occasional in‑office collaboration
• Employee recognition programs and community outreach initiatives

Position Overview

As a Senior Call Center Supervisor at brighthush, you will lead a dedicated team of customer service and sales agents in a fast‑paced, remote call center environment. Your primary mission is to ensure that every customer interaction reflects brighthush’s commitment to excellence, empathy, and efficiency. You will be the bridge between frontline agents and senior leadership, translating strategic goals into actionable daily plans.

Key Responsibilities

• Lead, coach, and develop a team of 15–20 agents, fostering a culture of continuous improvement and high engagement.
• Design and implement daily, weekly, and monthly operational plans to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor call quality, provide real‑time feedback, and conduct post‑call coaching sessions to elevate customer experience.
• Analyze call volume trends, staffing needs, and performance metrics to optimize scheduling and resource allocation.
• Collaborate with cross‑functional teams (Product, Engineering, Sales, and Marketing) to resolve complex customer issues and drive product adoption.
• Enforce company policies, procedures, and compliance standards while modeling exemplary customer service behavior.
• Identify training gaps, develop targeted learning plans, and coordinate with Learning & Development to deliver relevant content.
• Act as the escalation point for high‑impact customer concerns, ensuring timely resolution and customer satisfaction.
• Prepare and present weekly performance reports to senior leadership, highlighting achievements, challenges, and improvement opportunities.
• Champion a culture of safety, inclusion, and psychological well‑being among team members.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent work experience.
• Minimum of 4 years of progressive experience in a call center or customer service environment, with at least 2 years in a supervisory or managerial role.
• Proven track record of managing high‑volume, multi‑channel customer interactions (voice, chat, email).
• Strong analytical skills, with the ability to interpret data, identify trends, and recommend actionable solutions.
• Excellent communication and interpersonal skills, capable of building rapport with diverse stakeholders.
• Demonstrated ability to motivate teams, drive performance, and cultivate a positive work environment.
• Proficiency in CRM systems (e.g., Salesforce, Zendesk), workforce management tools, and Microsoft Office Suite.
• Flexibility to work evenings, weekends, and holidays as required by business needs.
• Home office located within 75 miles of Garden City, NY (remote work is the primary mode).

Preferred Qualifications

• Experience in the telecommunications or digital services industry.
• Background in technical product support or sales enablement.
• Certified in Call Center Management or related professional development.
• Experience with coaching frameworks such as GROW or 5‑Step Coaching.
• Knowledge of quality assurance methodologies and call monitoring best practices.

Skills & Competencies

• Leadership & Team Development
• Customer Experience Management
• Data‑Driven Decision Making
• Process Improvement & Lean Methodologies
• Conflict Resolution & Escalation Management
• Change Management & Adaptability
• Emotional Intelligence & Empathy
• Technology Proficiency (CRM, Workforce Management, Analytics)

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Call Center Supervisor, you’ll have access to:

• Leadership development programs that prepare you for higher‑level roles such as Operations Manager, Director of Customer Experience, or VP of Customer Success.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Mentorship from senior leaders who share their expertise and guide your professional journey.
• Regular performance reviews that align your goals with the company’s strategic vision.
• Access to a robust learning portal featuring courses in advanced customer service, data analytics, and leadership.

Work Environment & Culture

brighthush’s remote-first culture empowers you to work from the comfort of your home while staying connected through collaborative tools and regular virtual huddles. We value work‑life balance, so you’ll enjoy:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team‑building events and wellness challenges.
• Inclusive policies that celebrate diversity and foster belonging.
• Transparent communication from leadership, ensuring you’re always in the loop.

Compensation & Benefits

We offer a competitive base salary ranging from $72,500 to $126,000 annually, depending on experience and location. In addition, you’ll receive:

• Performance‑based incentives and overtime opportunities.
• Health, dental, vision, and supplemental insurance plans.
• Short‑ and long‑term disability coverage.
• Life insurance and accidental death & dismemberment (AD&D) protection.
• Identity theft protection and pet insurance options.
• Group home and auto insurance discounts.
• Paid parental leave, adoption assistance, and tuition reimbursement.
• Up to 15 days of vacation per year, increasing with tenure.
• Company‑matched 401(k) plan and financial wellness resources.

How to Apply

If you’re ready to lead a high‑performing team, elevate customer experiences, and grow your career at a forward‑thinking organization, we encourage you to apply today. Even if you don’t meet every “preferred” qualification, we value diverse backgrounds and fresh perspectives. Join brighthush and help us shape the future of customer engagement.

Ready to make an impact? Click the link below to submit your application and start your journey with brighthush.