Supervisor‑Sales Call Center Customer Service Leader – Team Development, Operational Excellence & Customer Experience Champion at brighthush

About brighthush – Powering Connections, Empowering People

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 connect people to what matters most, whether that’s a heartfelt conversation, a critical business transaction, or the next binge‑worthy series. As a market‑leading provider of voice, data, and entertainment solutions, brighthush invests heavily in technology, creativity, and most importantly, the people who bring our vision to life.

Our culture is built on the belief that listening is the first step to learning. The #VTeamLife spirit lives on at brighthush: a collaborative, inclusive, and high‑energy community where daring ideas are celebrated, diverse perspectives are welcomed, and every employee has the freedom to grow, experiment, and make an impact. When you join brighthush, you become part of a purpose‑driven organization that values integrity, curiosity, and relentless improvement.

Why This Role Matters

The Supervisor – Sales Call Center Customer Service is a pivotal leadership position that directly influences the quality of every interaction our customers have with brighthush. You will lead a dynamic team of front‑line agents who handle inquiries about devices, billing, service upgrades, and technical support. Your guidance will ensure that each call not only resolves the issue but also reinforces the trust and loyalty that define the brighthush brand.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and inspire a team of 15‑30 customer‑care representatives, fostering a culture of accountability, empathy, and continuous improvement.
• Performance Management: Set clear performance metrics (e.g., First Call Resolution, Average Handle Time, Net Promoter Score) and conduct regular one‑on‑ones, performance reviews, and skill‑building workshops.
• Operational Excellence: Monitor call volume trends, schedule staffing efficiently, and adjust resources to meet peak demand while maintaining service level agreements (SLAs).
• Quality Assurance: Conduct live call monitoring, review recorded interactions, and provide actionable feedback to elevate service quality and compliance with brighthush policies.
• Customer Issue Resolution: Serve as an escalation point for complex or high‑impact cases, ensuring swift, accurate, and courteous resolutions.
• Policy & Procedure Enforcement: Apply brighthush’s guidelines consistently, while also identifying opportunities to refine processes based on frontline insights.
• Data‑Driven Decision Making: Leverage analytics dashboards to track key performance indicators (KPIs), generate reports for senior leadership, and implement data‑backed improvements.
• Cross‑Functional Collaboration: Partner with sales, product, billing, and technical teams to share customer feedback, influence product enhancements, and align on promotional campaigns.
• Culture Champion: Model brighthush’s core values—integrity, curiosity, and collaboration—through everyday actions, fostering an inclusive environment where every voice is heard.

Essential Qualifications

• Minimum 5 years of experience in a call‑center environment, with at least 2 years in a supervisory or team‑lead role.
• Proven track record of meeting or exceeding service metrics such as CSAT, NPS, and FCR.
• Strong understanding of telecommunications products, billing systems, and device ecosystems.
• Exceptional communication skills—both verbal and written—with the ability to convey complex information clearly.
• Demonstrated ability to motivate diverse teams, manage conflict, and drive performance through coaching.
• Analytical mindset with proficiency in using workforce management tools (e.g., NICE, Verint) and reporting platforms (e.g., Power BI, Tableau).
• High emotional intelligence and a customer‑centric attitude.
• Flexibility to work rotating shifts, including evenings, weekends, and holidays as business needs dictate.

Preferred Qualifications & Nice‑to‑Have Skills

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Certification in Call Center Management (e.g., CCMA, COPC) or Six Sigma Green Belt.
• Experience with sales enablement tools and CRM platforms such as Salesforce or Microsoft Dynamics.
• Background in handling high‑volume sales campaigns, upselling, and cross‑selling within a telecom environment.
• Fluency in a second language (Spanish, Mandarin, etc.) to support diverse customer bases.
• Familiarity with remote or hybrid workforce models and virtual coaching techniques.

Core Skills & Competencies for Success

• Leadership Presence: Ability to inspire confidence, set clear expectations, and lead by example.
• Problem‑Solving: Quick, logical thinking to diagnose issues and implement effective solutions.
• Time Management: Prioritize competing demands while maintaining high service standards.
• Data Literacy: Comfortable interpreting dashboards, spotting trends, and translating data into actionable plans.
• Customer Empathy: Deep understanding of the customer journey and the emotional drivers behind each interaction.
• Adaptability: Thrive in a fast‑changing environment where new products, promotions, and technologies are introduced regularly.
• Collaboration: Build strong relationships across departments to ensure seamless customer experiences.

Career Growth & Learning Opportunities at brighthush

brighthush is committed to investing in its people. As a Supervisor, you will have access to a robust learning ecosystem that includes:

• Leadership Development Programs: Structured pathways to senior management roles, including mentorship from senior executives.
• Continuous Education: Tuition reimbursement for relevant certifications, workshops, and industry conferences.
• Cross‑Functional Rotations: Opportunities to spend time in sales, product, or operations to broaden your business acumen.
• Innovation Labs: Participate in pilot projects that test new service models, AI‑driven support tools, and digital self‑service platforms.

Work Environment & Culture Highlights

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

• Modern workstations equipped with dual monitors, noise‑cancelling headsets, and ergonomic furniture.
• Flexible scheduling options, including hybrid remote work for eligible team members.
• A vibrant break‑area featuring wellness resources, snack stations, and quiet zones for focused work.
• Regular team‑building events, recognition ceremonies, and community outreach initiatives that reinforce the #VTeamLife spirit.
• Transparent communication channels—town halls, Q&A sessions with senior leadership, and an open‑door policy that encourages idea sharing.

Compensation, Perks & Benefits (General Overview)

brighthush offers a competitive total rewards package designed to support your financial, health, and personal goals:

• Base Salary: Market‑aligned compensation with performance‑based incentives.
• Annual Bonus: Team and company‑wide bonuses tied to key performance outcomes.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and a wellness stipend.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and paid holidays, plus additional days for community service.
• Employee Discounts: Reduced rates on brighthush devices, plans, and partner services.
• Learning Allowance: Annual budget for courses, certifications, and conferences.
• Recognition Programs: Spot awards, peer‑to‑peer recognition, and milestone celebrations.

How to Apply

If you are ready to lead a high‑performing team, shape the customer experience, and grow your career within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to This Position

Join brighthush – Make an Impact Every Day

At brighthush, your work matters. You’ll be part of a purpose‑driven mission that connects millions of people to the moments that bring them joy. By leading a dedicated team of customer‑service professionals, you’ll help ensure that every interaction reflects the excellence, empathy, and innovation that define our brand. Take the next step in your leadership journey—apply today and become a catalyst for exceptional customer experiences.