Bilingual Call Center Team Lead – Member Experience

SmithRx; Dallas (TX); Ibrido; USD 56.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision benefits

401(k) retirement plan

Paid time off

Descrizione del lavoro

SmithRx is seeking a supervisor to lead a call center team, coaching members and driving daily performance through KPIs. You will oversee attendance, handle escalations, and ensure high-quality member experiences in a fast-paced startup setting.

The role requires 5+ years in call center, 2+ years in leadership, and bilingual Spanish proficiency, with experience in CRM/omnichannel tools and a passion for service excellence.

Competenze

• 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.
• HS diploma or equivalent.

Mansioni

• 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.

Conoscenze

Call center experience

Team leadership

Bilingual Spanish

Customer service

Problem solving

Organization

Communication

Startup adaptability

Decision making

Formazione

HS diploma or equivalent

Strumenti

CRM software

Omnichannel platforms

Descrizione del lavoro

SmithRx is seeking a supervisor to lead a call center team, coaching members and driving daily performance through KPIs. You will oversee attendance, handle escalations, and ensure high-quality member experiences in a fast-paced startup setting.

The role requires 5+ years in call center, 2+ years in leadership, and bilingual Spanish proficiency, with experience in CRM/omnichannel tools and a passion for service excellence.