Call Center Supervisor - Elevate Member Experience

SmithRx; Allen (TX); Presencial; USD 56 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Wellness benefits (medical, dental, V"

401(k) Retirement Savings

Paid time off

Company holidays

Parental leave

Commuter benefits

Resumo da oferta

SmithRx is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach and mentor the team, answer questions, and handle escalations while delivering outstanding member experiences.

Ideal candidates have 5+ years in call center roles, 2+ years of leadership, and strong problem-solving and communication skills, with bilingual Spanish being a plus in a fast-paced startup environment.

Qualificações

• 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 preferred.
• 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.

Responsabilidades

• 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.

Conhecimentos

Call center leadership

Customer service

Problem solving

Communication skills

Startup adaptability

Formação académica

High School Diploma or equivalent

Ferramentas

CRM software

Omnichannel platforms

Descrição da oferta de emprego

SmithRx is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach and mentor the team, answer questions, and handle escalations while delivering outstanding member experiences.

Ideal candidates have 5+ years in call center roles, 2+ years of leadership, and strong problem-solving and communication skills, with bilingual Spanish being a plus in a fast-paced startup environment.