Bilingual Call Center Team Lead

SmithRx; Lehi (UT); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life Insurance

AD&D Insurance

401(k) Retirement Savings Program

Paid Time Off

Paid Company Holidays

Wellness Benefits

Commuter Benefits

Parental Leave

Job summary

SmithRx is seeking a supervisor to manage a call center team in Lehi, UT. You will coach agents weekly, handle escalations, and drive daily performance while ensuring high-quality member experiences.

Ideal candidates bring 5+ years in call center roles, 2+ years leading teams, and fluency in Spanish. This position supports a fast-paced startup environment with robust benefits and opportunities for professional growth.

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.
• 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 working with various omnichannel and CRM software.
• Positive attitude.
• Ability to be flexible in a fast paced startup environment.
• Tactical decision making ability.
• H.S. 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.
• 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 Spanish

Customer service

Problem solving

Time management

Verbal & written communication

Organizational skills

Startup adaptability

Decision making

Education

High school diploma or equivalent

Tools

CRM software

Job description

SmithRx is seeking a supervisor to manage a call center team in Lehi, UT. You will coach agents weekly, handle escalations, and drive daily performance while ensuring high-quality member experiences.

Ideal candidates bring 5+ years in call center roles, 2+ years leading teams, and fluency in Spanish. This position supports a fast-paced startup environment with robust benefits and opportunities for professional growth.