Call Center Supervisor - Member Experience

SmithRx; Herriman (UT); On-site; USD 56,000 - 70,000; Full time

Benefits offered by this job

Medical, Pharmacy, Dental, Vision, and

Life Insurance and AD&D

401(k) Retirement Savings Program

Paid Time Off

Job summary

SmithRx is seeking a motivated supervisor to manage a team of call center agents in Lehi, Utah. The role focuses on coaching, performance tracking, attendance management, and delivering exceptional member experiences.

You will lead weekly coaching, handle escalations, and support onboarding while driving quality interactions across omnichannel channels using our CRM tools. A strong customer‑service mindset is essential.

Qualifications

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

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
• 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 leadership

Coaching and mentoring

Customer service excellence

Multichannel CRM experience

Strong communication

Startup adaptability

Task organization

Attendance tracking

Decision making

Education

HS diploma or equivalent

Tools

CRM software

Job description

SmithRx is seeking a motivated supervisor to manage a team of call center agents in Lehi, Utah. The role focuses on coaching, performance tracking, attendance management, and delivering exceptional member experiences.

You will lead weekly coaching, handle escalations, and support onboarding while driving quality interactions across omnichannel channels using our CRM tools. A strong customer‑service mindset is essential.