Supervisor, Inside Sales

Clearwave Fiber LLC; Springfield (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

Clearwave Fiber LLC is seeking a Supervisor, Inside Sales to lead a high-performing team responsible for revenue growth, customer retention, and exceptional service across inbound, outbound, chat, and email channels. This hands-on sales leader coaches associates, monitors KPIs, and drives adherence to established processes to achieve sales and retention goals.

You will manage schedules, provide coaching and performance reviews, and foster an inclusive, collaborative culture that emphasizes Win

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of two years of leadership experience in inside sales, call center, or related environment.
• Ability to lead, coach, and performance-manage a team to achieve goals.
• Strong understanding of sales processes, retention strategies, and metrics.
• Excellent interpersonal, verbal, and written communication skills.

Responsibilities

• Define the environment, coach, and develop agents in accordance with team processes.
• Lead, motivate, and develop inside sales associates to meet or exceed goals.
• Monitor KPIs, identify trends, and implement strategies to improve results.
• Ensure adherence to sales and retention processes across channels.
• Manage schedules, attendance, overtime, and staffing coverage.
• Partner with management to forecast staffing needs and drive optimization.

Skills

Leadership

Coaching

Sales strategy

Performance management

Analytical skills

Communication

Forecasting

Time management

Education

Bachelor's degree in Business Administration

Tools

CRM platforms

Call center technology

Workforce management tools

Sales performance reporting systems

Job description

Supervisor, Inside Sales

Location

Successful candidate must be located in one of the following states: Alabama, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Missouri, North Carolina, Ohio, South Carolina, Tennessee, and Virginia.

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.

Ownership

by taking accountability for team performance and customer outcomes.

Impact

by connecting customers and communities to reliable fiber technology and delivering meaningful solutions.

Intensity

through a results-driven mindset, continuous improvement, and a commitment to exceeding expectations.

Win Together

by building a collaborative, supportive team environment where associates are empowered to grow and succeed.

What You Will Do:

• Define the environment, coach, and develop agents in accordance to the team processes.
• 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.

Team Leadership & Development

• Build and maintain a high-performing, accountable team culture that reflects our commitment to Win Together.
• 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.
• Foster an inclusive, collaborative environment that encourages open communication, professional growth, and shared success.
• Lead by example, demonstrating accountability, professionalism, and a commitment to delivering exceptional results.

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.
• Collaborate with leadership and cross-functional teams to implement operational improvements and support broader business initiatives.
• Maintain confidentiality and exercise sound judgment when handling sensitive customer, employee, and company information.
• Perform other duties and special projects as assigned.

Requirements

What You Will Have:

• Minimum 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.
• Excellent interpersonal, verbal, and written communication skills, with the ability to effectively coach associates and collaborate across departments.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• 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 organisational, analytical, and time-management skills.
• Demonstrated ability to work independently, take initiative, and adapt to changing business needs.
• Ability to travel between office locations, call centers, and vendor sites as business needs require.

Preferred Qualifications

• 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 programmes, and performance improvement initiatives.
• Knowledge of call centre 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.

Equal Employment Opportunity

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.