Supervisor – Sales Call Center Customer Service Leadership, Team Development & Operational Excellence at brighthush
Welcome to brighthush – Where Connection Meets Innovation
At brighthush, we don’t just power networks; we empower lives. Our mission is to connect people to the moments that matter—whether they’re working from home, streaming their favorite shows, or staying in touch with loved ones across the globe. As a market‑leading communications provider, brighthush thrives on creativity, relentless innovation, and a deep‑rooted commitment to community. We believe that great ideas come from every corner of the organization, and we encourage every employee to speak up, experiment, and shape the future of digital experiences.
Why This Role Matters
The Supervisor – Sales Call Center Customer Service is a pivotal position that directly influences how our customers perceive brighthush. You will lead a high‑performing team of front‑line agents who handle inquiries about devices, billing, service plans, and more. By championing exceptional service standards, you help build trust, reduce churn, and turn everyday interactions into memorable brand moments. If you’re passionate about coaching talent, optimizing processes, and delivering measurable results, this is the platform where your impact will be felt across millions of customers.
Key Responsibilities
- Team Leadership & Development: Recruit, onboard, and mentor a diverse group of call‑center agents, fostering a culture of continuous improvement and high morale.
- Performance Management: Set clear performance metrics (e.g., first‑call resolution, average handle time, customer satisfaction scores) and conduct regular coaching sessions, performance reviews, and recognition programs.
- Operational Excellence: Monitor daily call volume, staffing levels, and service level agreements (SLAs) to ensure optimal coverage and efficiency.
- Quality Assurance: Conduct live and recorded call audits, provide actionable feedback, and implement corrective action plans to maintain the highest quality standards.
- Policy & Procedure Enforcement: Apply brighthush policies, regulatory guidelines, and best‑practice procedures consistently, while serving as a role model for professionalism and ethical conduct.
- Customer Issue Resolution: Escalate complex or high‑impact cases, collaborate with cross‑functional teams (billing, technical support, sales), and ensure swift, accurate resolutions.
- Data‑Driven Decision Making: Leverage reporting tools and analytics to identify trends, forecast staffing needs, and recommend process enhancements.
- Continuous Improvement Initiatives: Lead Kaizen, Six Sigma, or other improvement projects aimed at reducing waste, improving agent productivity, and enhancing the customer experience.
- Shift Management: Create and manage rotating schedules, including evenings, weekends, and holidays, to guarantee 24/7 coverage while balancing agent work‑life harmony.
- Stakeholder Collaboration: Partner with training, quality, workforce management, and product teams to align on new product launches, policy updates, and promotional campaigns.
Essential Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field or a minimum of four years of progressive supervisory experience in a high‑volume call‑center environment.
- Demonstrated expertise in managing teams that handle sales, billing, and technical support inquiries.
- Proven ability to analyze performance data, develop actionable insights, and drive measurable improvements.
- Exceptional interpersonal and communication skills—both written and verbal—with a talent for influencing and motivating diverse teams.
- Strong judgment and problem‑solving capabilities, enabling rapid assessment of complex situations and decisive action.
- Flexibility to work evenings, weekends, and holidays as operational demands require.
- Experience with workforce management software, CRM platforms (e.g., Salesforce, Zendesk), and call‑center analytics tools.
Preferred Qualifications & Additional Assets
- Military service experience that cultivated discipline, leadership, and a customer‑first mindset.
- Professional certifications such as Certified Call Center Manager (CCCM), Six Sigma Green Belt, or ITIL Foundation.
- Experience in a telecom or technology‑focused organization, especially within sales‑oriented call centers.
- Fluency in a second language to support multilingual customer bases.
- Track record of implementing successful employee engagement or retention programs.
Core Skills & Competencies for Success
- Leadership Presence: Ability to inspire confidence, set clear expectations, and lead by example.
- Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
- Analytical Acumen: Comfort working with data dashboards, KPI reports, and trend analysis.
- Operational Agility: Skill in balancing short‑term demands with long‑term strategic goals.
- Communication Excellence: Clear, concise, and persuasive communication with agents, peers, and senior leadership.
- Coaching & Development: Proven techniques for skill‑building, performance feedback, and career pathing.
- Technology Savvy: Familiarity with VoIP systems, AI‑driven chatbots, and omnichannel support platforms.
Career Growth & Learning Opportunities at brighthush
brighthush invests heavily in the professional development of its people. As a Supervisor, you will have access to:
- Leadership development programs that fast‑track high‑potential talent into senior management roles.
- Tuition reimbursement for relevant certifications or degree programs.
- Mentorship circles with senior executives who share insights on strategic decision‑making.
- Cross‑functional project assignments that broaden your business acumen beyond the call center.
- Annual conferences focused on emerging technologies, customer experience trends, and industry best practices.
Work Environment & Culture at brighthush
Our call‑center hubs are designed to be collaborative, energetic, and supportive. You’ll find:
- Open‑plan workspaces equipped with ergonomic furniture, breakout zones, and quiet rooms for focused work.
- A culture that celebrates diversity, inclusion, and the unique perspectives each employee brings.
- Regular team‑building events, wellness challenges, and community service initiatives that reinforce our #brighthushLife ethos.
- Transparent communication channels—from weekly town halls to digital suggestion boxes—ensuring every voice is heard.
- Recognition programs that spotlight outstanding performance, innovative ideas, and community impact.
Compensation, Perks & Benefits
While exact figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary aligned with market benchmarks for supervisory roles in the telecom sector.
- Performance‑based bonuses tied to team metrics such as CSAT, NPS, and productivity.
- Comprehensive health, dental, and vision coverage for you and eligible dependents.
- 401(k) plan with company matching contributions.
- Generous paid time off, parental leave, and holiday pay.
- Employee discount programs for brighthush products and services.
- Wellness stipend, mental‑health resources, and on‑site fitness facilities (where available).
- Flexible work‑arrangement options, including hybrid schedules for eligible roles.
How to Apply
If you are 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 through our career portal.
Apply To This Job
Join the brighthush Family
At brighthush, every interaction is an opportunity to make a difference. As a Supervisor‑Sales Call Center Customer Service leader, you will shape the everyday moments that keep our customers connected, satisfied, and loyal. Bring your passion for people, your analytical mindset, and your drive for excellence—let’s build the future of communication together.