Supervisor-Consumer Sales-Retail

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting‑edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

The Supervisor–Consumer‑Retail is responsible for the day‑to‑day operations of the TDS Consumer Retail team in the retail offices. They must be fully versed in all contact‑center specialties of Sales, Service Retention and OOT Construction Triage. Their primary function is to coach and develop their team of retail associates to meet or exceed sales revenue targets, maximize customer satisfaction, grow the consumer customer base, and achieve service‑level targets for calls while evaluating all aspects of consumer sales to ensure alignment with TDS’s Core Behaviors.

The position directs, supervises, coaches and evaluates staff performance; applies organizational policies and procedures daily; maintains customer relations and escalates customer complaints; and utilizes Key Performance Metrics (KPMs) to exceed customer expectations and achieve revenue and performance targets.

Unlimited Earning Potential:
Salary + uncapped commissions. Hit your goals and earn $100,000+ annually.

Applicants must reside within a 45‑minute driving distance from either the Hobbs, New Mexico retail store (2827 N Dal Paso St, Hobbs, NM) or the Carlsbad, New Mexico retail store (1092 N Canal St, Carlsbad, NM).

• Hire, motivate and coach a team of Customer Sales Representatives to meet or exceed revenue targets and performance expectations.
• Utilize KPMs to ensure we are exceeding customer expectations and achieving overall revenue and performance targets.
• Support all training and ensure appropriate training programs are implemented and attended by employees, including Cash Management & Triage tasks.
• Conduct regularly scheduled team meetings and represent TDS at special events.
• Review sales reports, operational measurements and results and implement programs and methods to improve them.
• Coordinate activities that improve processes, remove barriers to success, and improve customer services.
• Evaluate overall and individual performance against quality standards.
• Ensure that established contact quality protocols are met and that representatives follow all department policies and procedures.
• Partner with representatives to determine regular performance metric goals by setting short‑term and long‑term goals, rolling the results up into quarterly and annual performance reviews.
• Reduce learning curve of new employees by providing additional training and coaching for improvements on all performance metrics.
• Promote changes in policy, procedures, goals, etc.
• Provide specific and timely observations on performance effectiveness supported by emailed documentation summaries.
• Support commission and incentives, including verification of data, creation of sales-focused incentives, and tracking results for reporting.
• Review associates’ schedules weekly and compare to time entry to ensure accurate reporting.
• Work with COPP’s team to update current procedures and communicate them as needed.
• Execute and support OOT needs specific to pre‑sales, post‑launch, construction issues and triage support. Execute and support marketing and sales plans by enthusiastically leading employees to the achievement of team objectives. Execute and support plans and programs to ensure that high quality is delivered to delight customers.
• Maintain customer relations, including interfacing with customers and handling escalated complaints and issues.
• Participate in and support all TDS Marketing initiatives.
• Facilitate and coordinate inter‑departmental activities, projects, and other duties as assigned.
• Travel to business offices as needed.

• Bachelor’s degree (or higher) – OR – 4+ years of professional work experience.
• 1+ year experience in a formal or informal leadership role.
• 2+ years of experience in Sales, Customer Service or Financial Services.
• Must have and maintain a valid driver’s license.