Inside Sales Leader: Revenue Growth & Customer Experience

Clearwave Fiber LLC; North Carolina; On-site; USD 70,000 - 95,000; Full time

Job summary

Clearwave Fiber LLC is seeking a hands‑on Supervisor, Inside Sales to lead a high‑performing team across inbound/outbound calls, chat and email, driving revenue growth, retention and exceptional customer experiences.

You will coach, monitor KPIs, manage schedules, collaborate across departments, and develop talent to deliver best‑in‑class results while ensuring processes and staffing meet business needs.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field, or equivalent combination of education and relevant work experience.
• Minimum of two years of leadership experience in an inside sales, call center, customer retention, or related sales environment.
• Proven ability to lead, coach, and performance‑manage a team to achieve measurable sales and customer experience goals.
• Strong understanding of sales processes, customer retention strategies, call center operations, and performance management best practices.
• Experience analyzing sales performance data, operational metrics, and KPIs to identify trends and drive improvements.
• Ability to manage competing priorities, maintain accountability, and deliver results in a fast‑paced, performance‑driven environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Strong organizational, analytical, and time management skills.
• Ability to travel between office locations, call centers, and vendor sites as business needs require.
• Previous leadership experience in telecommunications, broadband, fiber internet, or a related industry.
• Experience with CRM platforms, call center technology, workforce management tools, and sales performance reporting systems.
• Experience developing and implementing sales training, coaching programs, and performance improvement initiatives.
• Knowledge of call center budgeting, workforce planning, and operational efficiency strategies.
• Experience in creating or improving policies, procedures, and workflows to enhance team productivity and customer satisfaction.
• Experience supporting multiple locations or outsourced vendor operations.

Responsibilities

• Lead, motivate, and develop inside sales associates to consistently achieve or exceed sales, revenue, retention, and customer experience goals.
• Take Ownership of team performance by monitoring KPIs, identifying trends, and implementing actionable strategies to improve results.
• Ensure consistent adherence to established sales and retention processes across inbound calls, chat, and email interactions.
• Monitor sales activity, customer disconnect orders, conversion rates, and retention performance to identify opportunities and adjust strategies.
• Evaluate customer interactions through call monitoring, quality scoring, and performance assessments to ensure compliance with company standards and service expectations.
• Bring Intensity to daily operations by proactively addressing performance gaps, removing obstacles, and driving continuous improvement.
• Manage associate schedules, attendance, overtime, and paid time off to maintain appropriate staffing levels and operational efficiency.
• Partner with management to forecast staffing needs and ensure adequate coverage to meet business demands.
• Conduct regular one‑on‑one meetings, performance reviews, and coaching sessions to recognize achievements, address development opportunities, and establish clear performance expectations.
• Provide ongoing coaching, sales training, role‑playing exercises, and real‑time feedback to strengthen sales techniques, customer engagement, and retention skills.
• Develop and execute individual performance improvement plans when necessary, ensuring associates have the tools, guidance, and support needed to succeed.
• Support the recruitment, onboarding, and training of new associates to promote a positive employee experience and accelerate productivity.

Skills

Leadership

Coaching & development

Performance management

KPI analysis

Sales process knowledge

Communication

Time management

Cross-functional collaboration

Travel flexibility

Industry knowledge (telecom/broadband)

Education

Bachelor's degree in Business Administration or related field

Equivalent combination of education and experience

Tools

CRM platforms

Call center technology

Workforce management tools

Sales performance reporting systems

Microsoft Excel

Job description

Clearwave Fiber LLC is seeking a hands‑on Supervisor, Inside Sales to lead a high‑performing team across inbound/outbound calls, chat and email, driving revenue growth, retention and exceptional customer experiences.

You will coach, monitor KPIs, manage schedules, collaborate across departments, and develop talent to deliver best‑in‑class results while ensuring processes and staffing meet business needs.