Supervisor MDU Sales

Job Summary

The Supervisor of MDU Sales Operations is responsible for leading and supporting a team of Sales Support Representatives who manage contract execution and operational processes for both bulk and non-bulk properties. This includes overseeing the processing of contract executions, renewals, and debulks to ensure all property accounts are accurately maintained and aligned with contractual terms. 
 
The supervisor provides daily oversight, training, and performance management to the team, ensuring tasks are completed accurately and within established timelines. This role works closely with Sales, Operations, and Billing teams to coordinate property changes, resolve escalations, and maintain data integrity across systems such as Salesforce. 
 
By ensuring efficient execution of bulk agreements, debulks, and related operational workflows, the Supervisor of MDU Sales Operations plays a key role in supporting Optimum’s relationships with property partners and delivering a seamless experience for both internal and external stakeholders and customers. 

Responsibilities

• Lead and motivate a team of Sales Support Representatives to achieve departmental goals, providing individualized and ongoing performance management to ensure efficiency and productivity. 
• Conduct periodic quality control audits on team members’ case work to maintain accuracy and compliance with established standards. 
• Coach representatives to support their professional growth and achievement of individual and team objectives. 
• Ensure all team members are clear on daily, weekly, and monthly objectives with an understanding of long-term departmental and year-end goals. 
• Oversee training and development to ensure all representatives are fully equipped to perform their assigned duties. 
• Manage communication strategies to keep the team informed of departmental processes, expectations, and service level agreements (SLAs). 
• Collaborate with cross-functional departments to streamline operations, enhance workflows, and improve the overall customer experience. 
• Review and approve employee time sheets in accordance with company policy. 
• Communicate effectively in person, over the phone, and through written correspondence. 
• Utilize computers, calculators, reference materials, and standard office equipment proficiently. 
• Provide coaching and mentoring both in person and virtually to ensure team alignment and success in meeting departmental goals. 
• Work flexible hours as needed, which may include occasional travel. 

Qualifications

• Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred; equivalent work experience considered. 
• Experience: Minimum of 3–5 years in sales operations, customer support, or related administrative functions, with at least 1–2 years in a leadership or supervisory role. 
• Strong understanding of MDU (Multi-Dwelling Unit) operations, including bulk and non-bulk property processes, contract management, and debulking procedures. 
• Proven ability to lead, coach, and develop a high-performing team in both in-person and virtual environments. 
• Excellent communication, interpersonal, and organizational skills with a strong focus on accuracy and attention to detail. 
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain service level agreements (SLAs). 
• Proficient in Salesforce, Microsoft Office Suite (Excel, Outlook, Word, Teams), and other relevant business applications. 
• Strong analytical and problem-solving skills with a focus on continuous process improvement. 
• Ability to collaborate effectively across departments and maintain positive working relationships. 
• Flexibility to work in a fast-paced environment and travel as needed.