Supervisor Sales Strategy & Operations

Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! Job Summary The Supervisor Contact Center Ops serves as a subject matter expert (SME) for critical contact center sales platforms, including IDA, Cresta, Tableau, Salesforce, as well as processes that support sales strategy and operations. This role ensures that contact center sales teams are empowered with the systems knowledge, resources, and guidance needed to drive performance and deliver exceptional experience. The supervisor partners closely with all frontline and cross-functional teams to monitor tool performance, identify process improvement opportunities, and provide ongoing training and support that enhances sales effectiveness, customer satisfaction, and operational efficiency. Responsibilities Serve as SME for Cresta, Salesforce, and related sales support platforms, ensuring frontline teams understand and effectively use these tools. Provide daily support, coaching, and guidance to sales agents, supervisors, and managers on tool functionality, troubleshooting, and best practices. Monitor tool performance and user adoption; identify trends, issues, or gaps, and partner with Technology and Operations to drive solutions. Develop and deliver targeted training, refresher sessions, and documentation to ensure teams stay current on tool updates, sales processes, and campaign offers. Track and analyze tool-related escalations, complaint trends, and operational impacts. Supervise the handling of escalated tool-related concerns and provide direct assistance in resolving complex system or process issues. Maintain accurate records of tool performance metrics, complaint logs, and resolution outcomes. Report directly to the Director Sales Strategy and Ops. Lead or contribute to special projects and initiatives as assigned by the Director, Sales Strategy & Ops. Qualifications Associate degree in business or related field preferred. Minimum of 3 years’ experience in a contact center, quality assurance, customer service, or sales operations, with a focus on system tools and processes. Prior supervisory, team lead, or SME experience strongly preferred. Proficiency in Microsoft Office Suite. Strong analytical, problem-solving, and technical troubleshooting skills. Excellent communication and interpersonal skills, with the ability to translate technical concepts for end users. Ability to manage multiple priorities in a fast-paced environment. At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in [Manually enter state] is [Manually enter Min] - [Manually enter Third Quartile] / year. The starting payrate/range at time of hire for this position in New York and New Jersey is $77,112- $126,684/year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity. We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.