Bilingual Call Center Team Lead (Spanish)

SmithRx; Richardson (TX); Sur place; USD 56 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical, Pharmacy, Dental, Vision, and

Life Insurance and AD&D

Flexible Spending Benefits

401(k) Retirement Savings Program

Paid Time Off

Paid Company Holidays

Wellness Benefits

Commuter Benefits

Paid Parental Leave

Employee Assistance Program

Office kitchen in locations

Professional development and training

Résumé du poste

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach weekly, monitor attendance, shrink, and deliver exceptional member experiences.

You'll lead coaching sessions, answer questions, and handle escalations while coordinating onboarding and peak-volume coverage. The role requires 5+ years in call centers, 2+ years leadership, and fluent Spanish.

Qualifications

• 5+ years of call center experience with progression through elevated roles.
• 2+ years leading call center agents or supporting elevated agents.
• Bilingual in Spanish required.
• Strong verbal and written communication skills.
• Experience with omnichannel and CRM software.
• H.S. diploma or equivalent.

Responsabilités

• 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.

Connaissances

Call center experience

Leadership / coaching

Bilingual Spanish

Customer service

Problem solving

Organizational skills

Communication skills

Startup adaptability

Formation

High school diploma or equivalent

Outils

CRM software

Omnichannel tools

Description du poste

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach weekly, monitor attendance, shrink, and deliver exceptional member experiences.

You'll lead coaching sessions, answer questions, and handle escalations while coordinating onboarding and peak-volume coverage. The role requires 5+ years in call centers, 2+ years leadership, and fluent Spanish.