Call Center Team Lead: Member Experience & Coaching

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life Insurance

401(k)

Paid holidays

Parental leave

EAP

Job summary

SmithRx is seeking a motivated supervisor to manage a team of call center agents, focusing on coaching, performance, and delivering exceptional member experiences. You will drive daily operations, monitor KPIs, and support onboarding while ensuring quality interactions across channels.

The role requires 5+ years in call center settings with leadership progression, strong communication, and a customer-first mindset. Plano, TX location with competitive benefits.

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.
• Excellent customer service skills and aptitude.
• Strong problem-solving and organizational skills.

Responsibilities

• Manage and oversee a team of call center agents.
• Coach and mentor agents through weekly coaching sessions.
• Answer questions and handle escalations from agents and members.
• Execute daily performance deliverables and accuracy checks.
• Improve member experiences by monitoring interactions and quality.
• Track attendance to ensure staffing and capacity.
• Assist with onboarding and peak-volume coverage.

Skills

Call center leadership

Coaching

Customer service

Bilingual Spanish

CRM software

Education

High School Diploma

Tools

CRM systems

Job description

SmithRx is seeking a motivated supervisor to manage a team of call center agents, focusing on coaching, performance, and delivering exceptional member experiences. You will drive daily operations, monitor KPIs, and support onboarding while ensuring quality interactions across channels.

The role requires 5+ years in call center settings with leadership progression, strong communication, and a customer-first mindset. Plano, TX location with competitive benefits.