Call Center Team Lead – Coaching & Performance

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

Benefits offered by this job

Medical & pharmacy benefits

401(k) plan

PTO & holidays

Wellness benefits

Commuter benefits

Parental leave

EAP

Job summary

SmithRx is seeking a motivated supervisor to manage a call center team in Plano, TX. You will coach agents, drive performance via KPI tracking, and ensure exceptional member experiences. The role emphasizes leadership, coaching, and hands-on support during peak times.

Ideal candidates bring 5+ years in call centers, 2+ years of supervision, and strong communication with Spanish language skills. The position offers competitive benefits in a fast-paced startup environment.

Qualifications

• Minimum 5+ years in a call center with progressive responsibilities.
• Minimum 2+ years leading call center agents or coaching elevated agents.
• Bilingual in Spanish preferred.
• Strong verbal and written communication skills.
• Experience with omnichannel and CRM systems.

Responsibilities

• Manages and oversees a team of call center agents.
• Coaches and develops agent performance through weekly sessions.
• Answers questions, supports escalations, and guides teammates.
• Executes daily performance deliverables and targets.
• Monitors interactions to drive high-quality member experiences.
• Tracks attendance to ensure stable capacity and staffing.
• Assists with onboarding and supports peak-volume calls/chats.

Skills

Call center leadership

Spanish bilingual

Customer service excellence

Communication skills

Problem solving

Education

High school diploma

Tools

CRM software

Job description

SmithRx is seeking a motivated supervisor to manage a call center team in Plano, TX. You will coach agents, drive performance via KPI tracking, and ensure exceptional member experiences. The role emphasizes leadership, coaching, and hands-on support during peak times.

Ideal candidates bring 5+ years in call centers, 2+ years of supervision, and strong communication with Spanish language skills. The position offers competitive benefits in a fast-paced startup environment.