Supervisor, Inside Sales

Clearwave Fiber LLC•Charlotte, NC

14h

About The Position

The Supervisor, Inside Sales is a hands-on sales leader responsible for driving revenue growth, customer retention, and exceptional customer experiences by leading and developing a high-performing inside sales team. The role oversees daily sales operations, coaches associates, monitors performance metrics, and ensures consistent execution of sales strategies across inbound calls, outbound calls, chat, and email interactions. The successful candidate will lead by example in a fast-paced sales environment and foster a results-oriented, collaborative team culture. Clearwave’s core values are Ownership, Impact, Intensity, and Win Together. The position is responsible for team performance and customer outcomes, continuous improvement, and helping associates grow and succeed. The successful candidate must be located in Alabama, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Missouri, North Carolina, Ohio, South Carolina, Tennessee, or Virginia. Travel between office locations, call centers, and vendor sites may be required as business needs require.

Requirements

Bachelor’s degree in Business Administration, Management, or a related field, or an equivalent combination of education and relevant work experience.
At least two years of leadership experience in inside sales, a call center, customer retention, or a related sales environment.
Demonstrated ability to lead, coach, motivate, and performance-manage a team toward measurable sales and customer experience goals.
Strong understanding of sales processes, customer retention strategies, call center operations, and performance management practices.
Experience analyzing sales performance data, operational metrics, and KPIs to identify trends and drive improvements.
Excellent interpersonal, verbal, and written communication skills, including the ability to 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 organizational, analytical, and time management skills.
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.
Must be located in Alabama, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Missouri, North Carolina, Ohio, South Carolina, Tennessee, or Virginia.

Nice To Haves

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 creating or improving policies, procedures, and workflows to enhance team productivity and customer satisfaction.
Experience supporting multiple locations or outsourced vendor operations.

Responsibilities

Define the team environment and coach and develop agents in accordance with team processes.
Lead, motivate, and develop inside sales associates to achieve or exceed sales, revenue, retention, and customer experience goals.
Monitor team KPIs, identify trends, and implement strategies to improve results.
Ensure consistent adherence to sales and retention processes across inbound calls, chat, and email interactions.
Monitor sales activity, customer disconnect orders, conversion rates, and retention performance, and adjust strategies as needed.
Evaluate customer interactions through call monitoring, quality scoring, and performance assessments to ensure compliance with company standards and service expectations.
Address performance gaps, remove obstacles, and drive continuous improvement in daily operations.
Manage associate schedules, attendance, overtime, and paid time off to maintain appropriate staffing and operational efficiency.
Partner with management to forecast staffing needs and ensure adequate coverage.
Build and maintain a high-performing, accountable team culture.
Conduct one-on-one meetings, performance reviews, and coaching sessions to recognize achievements, address development opportunities, and establish performance expectations.
Provide ongoing coaching, sales training, role-playing exercises, and real-time feedback to strengthen sales, customer engagement, and retention skills.
Develop and execute individual performance improvement plans when needed.
Support recruitment, onboarding, and training of new associates.
Foster an inclusive and collaborative environment that supports communication, professional growth, and shared success.
Lead by example through accountability, professionalism, and a commitment to results.
Ensure customer interactions reflect the company’s commitment to exceptional service, meaningful solutions, and long-term relationships.
Partner with internal departments to resolve customer concerns, streamline processes, and support a seamless customer experience.
Provide guidance and solutions for escalated customer situations while balancing customer satisfaction and business objectives.
Identify opportunities to improve sales processes, workflows, and customer engagement strategies.
Collaborate with leadership and cross-functional teams on operational improvements and 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.