Supervisor – Sales Call Center Customer Service Team Leader & Development Champion at brighthush

About brighthush – Connecting People, Powering Possibilities

At brighthush, we don’t just provide telecommunications services – we create the digital bridges that let families stay close, businesses innovate faster, and communities thrive. Our mission is to empower every person, home, and organization with reliable, high‑speed connectivity that fuels work, play, and everything in between. As a market‑leading provider of voice, data, and emerging 5G solutions, brighthush is at the forefront of a rapidly evolving industry where technology meets human connection.

Our culture is built on the belief that great ideas come from bold voices. Whether you’re proposing a new workflow, suggesting a fresh approach to customer engagement, or championing a community initiative, brighthush encourages you to speak up, experiment, and grow. We call ourselves the #VTeamLife because we know that collaboration, empathy, and relentless curiosity are the engines of lasting impact.

Why This Role Matters

The Supervisor – Sales Call Center Customer Service is a pivotal leadership position that directly influences the quality of every interaction brighthush has with its customers. In a world where a single phone call can shape brand perception, you will be the catalyst that ensures each conversation is handled with professionalism, empathy, and efficiency. Your team will be the front‑line ambassadors who translate complex technical details, billing inquiries, and device questions into clear, satisfying solutions that keep customers loyal and enthusiastic about brighthush.

Key Responsibilities – What You’ll Own Every Day

• Team Leadership & Development: Recruit, onboard, coach, and mentor a high‑performing group of customer‑service representatives, fostering a culture of continuous improvement and accountability.
• Performance Management: Set clear performance metrics (e.g., First Call Resolution, Average Handle Time, Customer Satisfaction Scores) and conduct regular one‑on‑ones, performance reviews, and coaching sessions.
• Operational Excellence: Ensure staffing levels align with call volume forecasts, schedule shifts efficiently, and maintain compliance with all regulatory and internal policies.
• Customer Issue Resolution: Serve as an escalation point for complex device, billing, or service problems, demonstrating best‑in‑class problem‑solving techniques.
• Quality Assurance: Conduct call monitoring, provide constructive feedback, and implement quality‑control initiatives that raise the overall service standard.
• Process Improvement: Identify bottlenecks, propose workflow enhancements, and collaborate with cross‑functional teams (e.g., Product, Billing, Technical Support) to streamline the customer journey.
• Resource Management: Secure the tools, training materials, and technology platforms needed for the team to succeed, and champion adoption of new systems.
• Data‑Driven Decision Making: Analyze performance dashboards, generate actionable insights, and present findings to senior leadership.
• Culture Champion: Model brighthush’s core values—integrity, innovation, inclusion, and customer obsession—while fostering a supportive, inclusive environment.

Essential Qualifications – What You Must Bring

• Minimum 3–5 years of supervisory or lead experience in a high‑volume call center, preferably within telecommunications, SaaS, or related tech‑service environments.
• Demonstrated success in meeting or exceeding key performance indicators such as CSAT, NPS, and adherence metrics.
• Strong understanding of sales‑driven customer service, including device lifecycle, billing structures, and upsell/cross‑sell opportunities.
• Excellent verbal and written communication skills, with the ability to convey complex information in a clear, friendly manner.
• Proficiency with call‑center platforms (e.g., Cisco, Genesys, Five9) and CRM tools (e.g., Salesforce, Microsoft Dynamics).
• Proven ability to coach, motivate, and develop diverse teams, with a track record of reducing turnover and improving engagement scores.
• Analytical mindset with experience interpreting dashboards, generating reports, and making data‑informed decisions.
• Flexibility to work rotating shifts, including evenings, weekends, and holidays, as required by call‑center operations.

Preferred Qualifications – What Sets You Apart

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent professional experience).
• Certification in Call Center Management (e.g., CCMA, COPC) or Lean/Six Sigma methodology.
• Experience with sales incentive programs and the ability to drive revenue‑generating conversations while maintaining service excellence.
• Background in handling high‑stakes escalations, including regulatory compliance issues or fraud investigations.
• Fluency in a second language (Spanish, Mandarin, etc.) to support a multilingual customer base.

Core Skills & Competencies – The DNA of Success

• Leadership Presence: Ability to inspire confidence, command respect, and lead by example.
• Emotional Intelligence: Sensitivity to team dynamics, empathy for customers, and skill in de‑escalating tense situations.
• Strategic Thinking: Vision to align day‑to‑day operations with broader business goals.
• Problem Solving: Quick, logical approach to diagnosing issues and delivering effective solutions.
• Time Management: Skillful juggling of multiple priorities, from staffing to performance reporting.
• Technology Savvy: Comfort with adopting new software, analytics tools, and digital communication channels.
• Collaboration: Ability to partner across departments—Product, Marketing, Finance—to deliver seamless customer experiences.

Career Growth & Learning Opportunities at brighthush

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

• Structured leadership development programs, including mentorship from senior executives.
• Tuition reimbursement for relevant certifications or degree programs.
• Internal mobility pathways to roles such as Operations Manager, Customer Experience Director, or Product Support Lead.
• Regular workshops on emerging technologies (5G, IoT, AI‑driven analytics) that keep you ahead of industry trends.
• Participation in cross‑functional innovation labs where you can pitch ideas that shape brighthush’s future offerings.

Work Environment & Culture – What It’s Like to Be Part of brighthush

Our call‑center hubs are designed for collaboration, comfort, and focus. You’ll find:

• Open‑plan workspaces with quiet zones for deep work and private booths for coaching sessions.
• State‑of‑the‑art technology that reduces manual tasks and lets agents spend more time on meaningful conversations.
• A diverse, inclusive workforce where every background is celebrated and every voice is heard.
• Regular team‑building events, community service days, and wellness initiatives (on‑site fitness classes, mental‑health resources, and flexible PTO).
• Recognition programs that spotlight outstanding performance, innovative ideas, and community impact.

Compensation, Perks & Benefits – What You’ll Receive

While exact figures vary by location and experience, brighthush offers a competitive total‑reward package that includes:

• Base salary aligned with market benchmarks for supervisory roles in the telecom sector.
• Performance‑based bonuses tied to team metrics and individual contributions.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• 401(k) plan with company match, plus financial wellness resources.
• Generous paid time off, parental leave, and paid holidays.
• Employee discount programs for brighthush products and partner services.
• Access to an employee assistance program, counseling services, and wellness stipends.

How to Apply – Join the brighthush Family

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, technology‑driven environment, and are ready to lead a team that makes a tangible difference every day, we want to hear from you. Bring your leadership, your curiosity, and your commitment to service excellence—let’s shape the future of connectivity together.