Call Center Team Lead — Elevate Member Experience

SmithRx; Plano (TX); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Parental Leave

Employee Assistance Program

Job summary

SmithRx is seeking a motivated supervisor to manage a team of call center agents, driving daily performance, attendance, and exceptional member experiences. You will coach and mentor the team, monitor key metrics, and ensure high-quality service across all interactions.

You will also handle escalations, support onboarding, and assist during peak volume periods in a fast-paced startup environment, leveraging CRM systems and omnichannel tools.

Qualifications

• 5+ years of call center experience with progression through elevated roles.
• 2+ years leading call center agents or supporting agents in elevated roles.
• Expert customer service skills and aptitude.
• Adept at organizing tasks and workload.
• Strong verbal and written communication skills.
• Passion for providing world class member experiences.
• Experience with various omnichannel and CRM software.
• Flexible in a fast paced startup environment.
• Tactical decision making ability.
• HS diploma or equivalent.

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

Team leadership

Coaching

Customer service

Organization

Communication

Startup adaptability

Decision making

Education

HS diploma or equivalent

Tools

CRM software

Omnichannel platforms

Job description

SmithRx is seeking a motivated supervisor to manage a team of call center agents, driving daily performance, attendance, and exceptional member experiences. You will coach and mentor the team, monitor key metrics, and ensure high-quality service across all interactions.

You will also handle escalations, support onboarding, and assist during peak volume periods in a fast-paced startup environment, leveraging CRM systems and omnichannel tools.