Call Center Team Lead — Coaching & Member Experience

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

AD&D Insurance

401(k) Plan

Paid Time Off

Holidays

Wellness Benefits

Commuter Benefits

Parental Leave

EAP

Kitchen Access

Career Development

Job summary

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

You will handle escalations, support onboarding, and ensure high-quality customer interactions across omnichannel channels using CRM software. A 5+ year background in call centers and 2+ years in team leadership are preferred; bilingual Spanish helps.

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 role.
• Bilingual in Spanish preferred.

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

5+ years call center experience

2+ years leadership

Bilingual in Spanish

Customer service excellence

CRM software experience

Omnichannel experience

Strong communication

Education

High School Diploma or equivalent

Tools

CRM software

Omnichannel tools

Job description

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

You will handle escalations, support onboarding, and ensure high-quality customer interactions across omnichannel channels using CRM software. A 5+ year background in call centers and 2+ years in team leadership are preferred; bilingual Spanish helps.