Supervisor of Sales Call Center Customer Service – Leadership, Coaching, Operational Excellence, and Team Development
Welcome to brighthush – Where Connection Meets Innovation
At brighthush, we don’t just power the way people live, work, and play – we empower them. Our mission is to connect every individual to the moments that bring joy, whether that’s through cutting‑edge technology, reliable communication services, or unforgettable experiences. As a global leader in the communications industry, brighthush thrives on bold ideas, relentless curiosity, and a culture that celebrates diversity of thought. Join a community that believes listening is the first step to learning, and that every challenge is an opportunity to create lasting impact.
Why This Role Matters
The Supervisor – Sales Call Customer Service is the heartbeat of our customer‑care call center. You will lead a high‑performing team of agents who handle inquiries about devices, billing, and a wide range of services. Your guidance will ensure every interaction reflects brighthush’s promise of outstanding service, turning everyday calls into moments of delight and loyalty.
Key Responsibilities – What You’ll Own
- Team Leadership & Development: Coach, mentor, and inspire a team of 10‑20 customer‑service representatives, fostering a culture of continuous improvement and high morale.
- Performance Management: Set clear performance metrics, conduct regular one‑on‑ones, and deliver constructive feedback to drive individual and team success.
- Operational Excellence: Monitor call volume, staffing levels, and service‑level agreements to ensure optimal efficiency and minimal wait times.
- Quality Assurance: Review recorded calls, provide real‑time coaching, and implement best‑practice guidelines to maintain the highest quality standards.
- Policy & Procedure Enforcement: Apply brighthush policies, procedures, and compliance guidelines consistently, modeling exemplary professional conduct.
- Resource Planning: Coordinate training schedules, shift coverage, and resource allocation to guarantee that the team is always prepared for peak periods.
- Customer Issue Resolution: Step in for complex escalations, ensuring swift and satisfactory resolutions that reinforce customer trust.
- Data‑Driven Decision Making: Analyze performance dashboards, identify trends, and propose actionable improvements to senior leadership.
- Cross‑Functional Collaboration: Partner with product, billing, and technical support teams to streamline processes and share insights.
- Team Culture Champion: Organize team huddles, recognition programs, and morale‑boosting activities that align with brighthush’s values.
Essential Qualifications – What You Bring
- Bachelor’s degree or a minimum of four years of relevant professional experience.
- Four or more years of hands‑on experience in a call‑center or customer‑service environment, preferably with technical products or services.
- Demonstrated leadership experience – having led a team of customer‑service agents or a similar group.
- Strong judgment and problem‑solving abilities; you can quickly assess a situation and determine the best next step.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly.
- Proven ability to multitask, prioritize, and manage time effectively in a fast‑paced setting.
- Willingness to work flexible hours, including evenings, weekends, and holidays, as business needs dictate.
- Residency within 75 miles of the designated reporting location, with the ability to attend occasional in‑person meetings or trainings.
Preferred Qualifications – The “Nice‑to‑Have” Extras
- Additional degree or certifications in business, communications, or a related field.
- Experience with sales‑oriented call centers, where you balanced service excellence with revenue generation.
- Familiarity with brighthush’s product suite or similar telecommunications/technology offerings.
- Background in coaching or training, with a track record of developing high‑performing teams.
- Experience using workforce management tools, CRM platforms, and performance analytics software.
Core Skills & Competencies – Your Success Toolkit
- Leadership Presence: Ability to inspire confidence, motivate diverse personalities, and lead by example.
- Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
- Analytical Acumen: Comfort interpreting data, spotting trends, and translating insights into actionable plans.
- Conflict Resolution: Skilled at de‑escalating tense situations and turning challenges into positive outcomes.
- Adaptability: Thrive in an environment where priorities shift quickly and new initiatives emerge regularly.
- Technology Fluency: Proficiency with call‑center software, ticketing systems, and basic troubleshooting concepts.
- Collaboration: Strong partnership skills to work effectively with cross‑functional teams and senior leadership.
Career Growth & Learning – Your Path at brighthush
brighthush invests heavily in the professional development of its people. As a Supervisor, you will have access to:
- Leadership development programs tailored for emerging managers.
- Mentorship opportunities with senior executives across the organization.
- Tuition assistance for continued education and industry certifications.
- Internal mobility pathways that can lead to roles in operations, quality assurance, or higher‑level management.
- Regular workshops on advanced coaching techniques, data analytics, and emerging communication technologies.
Work Environment & Culture – What It’s Like at brighthush
While this position is primarily remote, you’ll be part of a vibrant, inclusive community that values:
- Flexibility: Work from home with occasional in‑person trainings, team huddles, and company events.
- Innovation: A culture that encourages daring ideas and continuous experimentation.
- Diversity & Inclusion: An environment where every voice is heard, respected, and celebrated.
- Community Impact: Opportunities to volunteer, mentor, and give back through brighthush’s corporate social‑responsibility initiatives.
- Recognition: Regular acknowledgment of achievements through awards, spot bonuses, and public shout‑outs.
Compensation, Perks & Benefits – A Total Rewards Package That Works for You
brighthush offers a competitive, incentive‑based salary range of $72,500 – $126,000 (dependent on location, experience, and performance). In addition to base pay, you may earn:
- Overtime, shift differentials, holiday pay, and performance bonuses.
- A matched 401(k) plan to help you build long‑term financial security.
- Comprehensive health coverage: medical, dental, vision, short‑ and long‑term disability, and life insurance options.
- Wellness benefits such as identity‑theft protection, pet insurance, and home & auto insurance discounts.
- Generous paid time off: up to 15 vacation days for new hires (increasing with tenure), 8 company‑paid holidays, 6 personal days, and paid parental leave.
- Adoption assistance, tuition reimbursement, and continuous learning stipends.
- Employee assistance programs, mental‑health resources, and wellness challenges.
How to Apply – Take the Next Step with brighthush
If you’re ready to lead a dynamic team, champion exceptional customer experiences, and grow your career within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter outlining why you’re the perfect fit for this role.
Apply To This Job
Join the #brighthushTeam – Your Future Starts Here
At brighthush, we believe that great ideas come from great people. By joining our team, you’ll become part of a purpose‑driven organization that values your unique perspective, supports your professional aspirations, and celebrates your successes. Whether you’re an experienced leader or an ambitious professional ready to step into a supervisory role, brighthush offers the platform, resources, and community you need to thrive.