Lead, Member Support (Bilingual) New Plano, TX

SmithRx; Plano (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) program

Discretionary PTO

Paid holidays

Parental leave

EAP

Job summary

SmithRx is seeking a supervisor to lead a team of call center agents in Plano, TX. You will coach and mentor staff, monitor performance, and ensure top-notch member experiences through data-driven coaching and daily oversight of attendance and process quality.

You will partner with leaders to onboard new hires, handle peak volumes, and optimize operations in a fast-paced health-tech startup environment. Your role focuses on developing talent and driving service excellence.

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 agent role.
• 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 omnichannel CRM software.
• Ability to be 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

Call center leadership

Coaching

Customer service

Organizational skills

Communication

Omnichannel CRM

Flexible in startup

Decision making

HS diploma

Education

High School diploma or equivalent

Tools

CRM software

Job description

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary

SmithRx is looking for a motivated supervisor to help manage a team of call center agents. This role is pivotal in driving daily performance of the call center by tracking attendance, reducing shrink, and delivering exceptional member experiences. Your primary focus will be the coaching and mentoring of your team as well as drive performance through the measurement of key performance indicators.

What you will do

• 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

What you will bring to SmithRx

• 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 agent role
• 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 working with various omnichannel and CRM software
• Ability to be flexible in a fast paced startup environment
• Tactical decision making ability
• H.S. diploma or equivalent

What SmithRx Offers You

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

$56,000 - $70,000 USD

• Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
• Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).

Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here .