Bilingual Call Center Lead — Member Support & Coaching

SmithRx; Plano (TX); On-site; USD 56,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

401(k) program

Discretionary PTO

Paid holidays

Parental leave

EAP

Job summary

SmithRx is seeking a supervisor to lead a team of call center agents in Plano, TX. You will coach and mentor staff, monitor performance, and ensure top-notch member experiences through data-driven coaching and daily oversight of attendance and process quality.

You will partner with leaders to onboard new hires, handle peak volumes, and optimize operations in a fast-paced health-tech startup environment. Your role focuses on developing talent and driving service excellence.

Qualifications

• 5+ years of call center experience with progression through elevated roles.
• 2+ years of experience leading call center agents OR supporting agents in an elevated agent role.
• Expert customer service skills and aptitude.
• Adept at organizing tasks and workload.
• Strong verbal and written communication skills.
• Passion for providing world class member experiences.
• Experience with omnichannel CRM software.
• Ability to be flexible in a fast paced startup environment.
• Tactical decision making ability.
• HS diploma or equivalent.

Responsibilities

• Manages and oversees a team of call center agents.
• Motivates agent growth and performance through weekly coaching interactions.
• Answer and support agent questions and escalations.
• Drive quality member experiences by listening and monitoring agent interactions.
• Track agent attendance to drive consistent capacity.
• Assist with onboarding process.
• Assist members by taking calls/chats during times of peak volume.

Skills

Call center leadership

Coaching

Customer service

Organizational skills

Communication

Omnichannel CRM

Flexible in startup

Decision making

HS diploma

Education

High School diploma or equivalent

Tools

CRM software

Job description

SmithRx is seeking a supervisor to lead a team of call center agents in Plano, TX. You will coach and mentor staff, monitor performance, and ensure top-notch member experiences through data-driven coaching and daily oversight of attendance and process quality.

You will partner with leaders to onboard new hires, handle peak volumes, and optimize operations in a fast-paced health-tech startup environment. Your role focuses on developing talent and driving service excellence.