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. The role requires full knowledge of contact center specialties including Sales, Service Retention and OOT Construction Triage. Your primary functions will be to coach and develop retail associates to reach or exceed sales revenue targets, maintain high customer satisfaction, grow the consumer customer base, achieve service level targets, and evaluate all aspects of consumer sales to align with TDS’s Core Behaviors.

• Hire, motivate and coach a team of Customer Sales Representatives to meet or exceed revenue targets and performance expectations.
• Use Key Performance Metrics (KPMs) to ensure customer satisfaction and achieve overall revenue and performance goals.
• Support and ensure completion of all training programs, including Cash Management & Triage tasks.
• Conduct regular 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, and enhance customer service.
• Evaluate individual and overall performance against quality standards.
• Ensure contact quality protocols are met and representatives follow all department policies and procedures.
• Partner with representatives to set regular performance metric goals and incorporate results into quarterly and annual performance reviews.
• Reduce the learning curve of new employees by providing additional training and coaching.
• Promote changes in policy, procedures, goals, and other operational aspects.
• Provide specific and timely observations on performance effectiveness, supported by documentation summaries.
• Support commission and incentive programs, including data verification, incentive design, and reporting.
• Review associate schedules weekly and compare to time entry for accurate reporting.
• Collaborate with COPP’s team to update procedures and communicate changes.
• Execute and support OOT needs for pre‑sales, post‑launch, construction issues, and triage support. Lead sales plans enthusiastically to achieve team objectives and maintain high quality delivery.
• 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.

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

Unlimited earning potential: salary plus uncapped commissions. Hit your goals and earn $100,000+ annually.

• Bachelor’s degree (or higher) – or – 4+ years of professional work experience.
• 1+ year(s) of 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.

• Travel to business offices as needed.
• Experience resolving escalated customer issues and problem resolution.
• Understanding of the contact center & retail industry.
• Excellent interpersonal communication skills (verbal, written, listening).
• High‑level sales skills.
• Problem‑solving skills (customer complaints, business office issues).
• Customer‑focused problem‑solving skills.
• Willing and able to travel based on business needs.
• Able to diffuse high‑tension situations comfortably.
• Proven understanding of all internal procedures and processes.
• Diplomatic and tactful.
• Ability to handle escalated customer calls with success and follow‑through to completion.

• Consistently positive “can do” attitude.
• Willingness…