Supervisor – Sales Call Center Customer Service Leader | Team Development & Performance Excellence at brighthush

About brighthush

At brighthush, we are more than a telecommunications provider – we are the connective tissue that powers everyday moments, fuels business growth, and inspires innovation across the globe. Our mission is to create seamless, reliable experiences that enable people to live, work, and play without interruption. With a culture built on curiosity, collaboration, and bold thinking, brighthush empowers every employee to bring their authentic selves to work, share daring ideas, and grow both personally and professionally.

Our #brighthushTeam is a vibrant community of problem‑solvers, storytellers, and technologists who believe that listening is the first step toward learning. Whether we’re navigating a crisis or celebrating a breakthrough, we come together to lift our communities, build trust, and deliver world‑class service—everywhere and always.

Why This Role Matters

As a Supervisor – Sales Call Center Customer Service at brighthush, you will be the catalyst that transforms everyday interactions into memorable experiences. You’ll lead a high‑performing team of customer‑care professionals who handle inquiries about devices, billing, and a wide range of services. Your leadership will directly impact customer satisfaction, brand loyalty, and the overall success of brighthush’s sales initiatives.

Key Responsibilities

• Team Leadership & Development: Inspire, coach, and mentor a team of call‑center agents to consistently deliver first‑class customer service.
• Performance Management: Set clear performance metrics, conduct regular one‑on‑ones, and provide actionable feedback to drive continuous improvement.
• Quality Assurance: Monitor live and recorded calls, evaluate interactions against brighthush standards, and implement corrective action plans.
• Resource Planning: Forecast call volume, schedule staffing, and ensure the right talent is in place to meet peak demand periods.
• Issue Resolution: Oversee complex escalations, ensuring swift and accurate resolution of device, billing, and service‑related concerns.
• Policy & Procedure Enforcement: Apply brighthush policies consistently, model best practices, and keep the team updated on procedural changes.
• Data‑Driven Decision Making: Analyze key performance indicators (KPIs) such as Average Handle Time, First Call Resolution, and Customer Satisfaction Scores to identify trends and drive operational efficiencies.
• Cross‑Functional Collaboration: Partner with sales, technical support, and product teams to relay customer insights and influence product enhancements.
• Training & Onboarding: Design and deliver onboarding programs for new hires and ongoing training modules for existing staff.
• Culture Champion: Foster an inclusive, supportive, and high‑energy environment that reflects brighthush’s core values of integrity, innovation, and empathy.

Essential Qualifications

• Education & Experience: Bachelor’s degree or four+ years of relevant professional experience (including military service) in a customer‑service or call‑center environment.
• Leadership Track Record: Minimum of four years leading teams, preferably within a sales‑oriented call center.
• Customer‑Centric Mindset: Demonstrated ability to deliver exceptional service and resolve issues with empathy and efficiency.
• Analytical Acumen: Strong judgment and the ability to quickly assess situations, identify root causes, and determine the best next steps.
• Communication Skills: Excellent verbal and written communication, with the ability to convey complex information clearly to both customers and team members.
• Flexibility: Willingness to work evenings, weekends, and holidays as business needs dictate.
• Location Requirement: Residence within 75 miles of the designated reporting hub (remote work with occasional in‑person meetings).

Preferred (Nice‑to‑Have) Qualifications

• Additional degree or certifications in business, communications, or related fields.
• Experience with technical products or services, especially in the telecommunications sector.
• Proven success leading high‑volume sales call centers with measurable improvements in conversion and satisfaction metrics.
• Familiarity with workforce management tools (e.g., NICE, Verint) and CRM platforms (e.g., Salesforce, Zendesk).
• Background in coaching or training adult learners, with a focus on skill‑building and performance acceleration.

Core Skills & Competencies

• Leadership Presence: Ability to motivate, influence, and earn trust across diverse teams.
• Problem‑Solving: Creative, data‑driven approach to overcoming obstacles and improving processes.
• Time Management: Skilled at juggling multiple priorities, meeting deadlines, and maintaining high productivity.
• Emotional Intelligence: Sensitivity to team dynamics, customer emotions, and the ability to respond with empathy.
• Technology Fluency: Comfort navigating call‑center software, analytics dashboards, and remote‑work collaboration tools.
• Continuous Learning: Commitment to personal growth and staying current on industry trends, best practices, and emerging technologies.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Supervisor, you will have access to:

• Leadership development programs that prepare you for senior management roles.
• Mentorship from senior executives and cross‑functional leaders.
• Tuition reimbursement for relevant certifications or degree programs.
• Internal mobility pathways to explore roles in operations, sales strategy, product management, or corporate training.
• Regular workshops on advanced analytics, coaching techniques, and emerging communication technologies.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from the comfort of your home while staying connected through virtual huddles, video conferences, and collaborative platforms. We recognize the importance of face‑to‑face interaction, so we schedule periodic in‑person trainings, team‑building events, and quarterly gatherings at our flagship locations.

Key cultural pillars include:

• Innovation: We encourage experimentation and reward ideas that improve the customer journey.
• Inclusivity: A diverse workforce where every voice is heard and respected.
• Community Impact: Employees volunteer in local initiatives, and brighthush supports charitable programs that align with our values.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and wellness resources help you thrive both at work and at home.

Compensation, Perks & Benefits

While exact figures are tailored to experience and location, successful candidates can expect a competitive salary package complemented by a robust benefits suite, including:

• Medical, dental, and vision coverage with multiple plan options.
• Life and disability insurance.
• 401(k) plan with company match.
• Paid parental leave and family‑care assistance.
• Employee assistance program (EAP) for mental health and counseling.
• Wellness stipend for fitness, nutrition, or mindfulness activities.
• Technology allowance for home‑office setup.
• Performance‑based bonuses and recognition awards.

How to Apply

If you are ready to lead a dynamic team, shape the future of customer experience, and grow your career with a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and join the #brighthushTeam.

Apply Now – Supervisor, Sales Call Center Customer Service

Equal Opportunity Commitment

brighthush is an equal‑opportunity employer. We evaluate all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other legally protected characteristic. Our inclusive hiring practices ensure that every candidate receives fair consideration.

Join Us at brighthush

At brighthush, your leadership will directly influence how millions of customers experience connectivity every day. You’ll be part of a purpose‑driven organization that values your ideas, supports your growth, and celebrates your successes. Take the next step in your career—apply today and become a cornerstone of the brighthush experience.