Bilingual Call Center Supervisor — Member Experience

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

Benefits offered by this job

Wellness benefits

401(k) Retirement Savings Program

Short-term disability

Discretionary Paid Time Off

Paid Company Holidays

Commuter Benefits

Professional development and training

Job summary

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach, mentor, and measure KPIs to improve attendance, shrink, and member experiences.

The role emphasizes coaching, escalation support, onboarding, and handling peak call/chat volumes with a positive, flexible attitude in a fast-growing healthcare tech startup.

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 role.
• Bilingual in Spanish required.
• Expert customer service skills and aptitude.
• Strong problem solving skills.
• Adept at organizing tasks and workload.
• Strong verbal and written communication skills.
• Passion for providing world class member experiences.
• Experience with omnichannel and CRM software.
• Positive attitude and adaptability in a fast-paced startup.

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.
• Execute daily performance deliverables.
• 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

Bilingual in Spanish

Customer service skills

Problem solving

Verbal and written communication

CRM software

Omnichannel experience

Flexible in startup pace

Education

HS diploma or equivalent

Tools

CRM software

Omnichannel tools

Job description

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach, mentor, and measure KPIs to improve attendance, shrink, and member experiences.

The role emphasizes coaching, escalation support, onboarding, and handling peak call/chat volumes with a positive, flexible attitude in a fast-growing healthcare tech startup.