Bilingual Call Center Team Lead – Coaching & Performance

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

Benefits offered by this job

Wellness benefits (Medical, Pharmacy,

401(k) Retirement Savings

Paid Time Off

Paid Holidays

Professional development

Job summary

SmithRx is seeking a motivated supervisor to manage a team of call center agents in Plano, TX. You will coach, monitor, and drive daily performance while ensuring outstanding member experiences and efficient handling of escalations.

Ideal candidates bring 5+ years in call center roles, 2+ years in leadership or supporting lead roles, and fluency in Spanish. Proficiency with CRM/omnichannel tools and a startup mindset are highly valued.

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 with omnichannel and CRM software.
• Positive attitude and startup adaptability.
• 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
• 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

Call center experience

Team leadership

Bilingual Spanish

Customer service

Problem solving

Organizational skills

Communication skills

Startup adaptability

Tactical decision making

HS diploma

Education

High School Diploma or equivalent

Tools

CRM software

Job description

SmithRx is seeking a motivated supervisor to manage a team of call center agents in Plano, TX. You will coach, monitor, and drive daily performance while ensuring outstanding member experiences and efficient handling of escalations.

Ideal candidates bring 5+ years in call center roles, 2+ years in leadership or supporting lead roles, and fluency in Spanish. Proficiency with CRM/omnichannel tools and a startup mindset are highly valued.