Project Supervisor-Quality

Clearwave Fiber LLC; Central City (KY); In loco; USD 65.000 - 95.000; Tempo pieno

Descrizione del lavoro

Clearwave Fiber LLC is seeking a hands-on Supervisor, Inside Sales to lead a high‑performing team across inbound, outbound, chat and email channels in Central City, KY. You will drive revenue growth, improve retention, and deliver exceptional customer experiences by coaching, monitoring KPIs, and implementing sales strategies.

You will oversee daily sales operations, develop talent, forecast staffing, conduct performance reviews, and collaborate with cross‑functional teams to optimize processes

Competenze

• Bachelor's degree or equivalent education/experience.
• At least two years of leadership in inside sales, call center, or related environment.
• Demonstrated ability to lead, coach, and performance‑manage a team to hit sales and CX goals.
• Strong understanding of sales processes, retention strategies, and KPI-driven performance.
• Experience analyzing sales performance data and operational metrics to drive improvements.
• Willingness to travel between office locations, call centers, and vendor sites.

Mansioni

• Lead, motivate, and develop inside sales associates to meet or exceed sales, revenue, retention, and CX goals.
• Monitor KPIs, identify trends, and implement strategies to improve results.
• Ensure adherence to sales and retention processes across inbound, chat, and email.
• Monitor activity, disconnect orders, conversion, and retention to adjust strategies.
• Evaluate customer interactions via call monitoring and quality scoring.
• Proactively address performance gaps and drive continuous improvement.
• Manage schedules, attendance, overtime, and PTO; forecast staffing needs.
• Conduct regular one‑on‑one meetings, performance reviews, and coaching.
• Provide ongoing coaching, training, role‑plays, and real‑time feedback.
• Develop and implement performance improvement plans; onboard/train new associates.

Conoscenze

Leadership

Coaching

Performance mgmt

Sales ops

CRM

MS Office

Team development

Traveling

Formazione

Bachelor’s degree in Business Administration or related field

Equivalent work experience

Strumenti

CRM platforms

Call center tech

Workforce management

Sales reporting systems

Descrizione del lavoro

The Supervisor, Inside Sales is a hands‑on sales leader responsible for driving revenue growth, customer retention, and exceptional customer experiences through the leadership and development of a high‑performing inside sales team. This role oversees daily sales operations, coaches and develops associates, monitors performance metrics, and ensures consistent execution of sales strategies across inbound calls, outbound calls, chat, and email interactions.

We demonstrate Ownership by taking accountability for team performance and customer outcomes. We create Impact by connecting customers and communities to reliable fiber technology and delivering meaningful solutions. Above all, we Win Together by building a collaborative, supportive team environment where associates are empowered to grow and succeed.

The ideal candidate is a motivated, results‑oriented leader who thrives in a fast‑paced sales environment, leads by example, and is passionate about developing talent while delivering best‑in‑class results.

Sales Performance & Operational Excellence

• 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 key performance indicators (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.

Customer Experience & Cross‑Functional Collaboration

• Create Impact by ensuring every customer interaction reflects our commitment to exceptional service, meaningful solutions, and long‑term customer relationships.
• Partner with internal departments to resolve customer concerns, streamline processes, and support a seamless customer experience.
• Serve as a resource for escalated customer situations, providing guidance and solutions that balance customer satisfaction with business objectives.
• Identify opportunities to improve sales processes, workflows, and customer engagement strategies.
• Maintain confidentiality and exercise sound judgment when handling sensitive customer, employee, and company information.
• Perform other duties and special projects as assigned.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field, or an 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.
• Demonstrated ability to lead, coach, motivate, 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.

Clearwave Fiber is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

We are committed to providing reasonable accommodation to qualified individuals with disabilities throughout the application and employment process.