Senior Member Support Team Lead

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

Benefits offered by this job

Medical benefits

401(k) Retirement Savings Program

Paid Parental Leave

Paid Time Off

Job summary

SmithRx is seeking a motivated supervisor to help manage a team of call center agents. This role focuses on coaching, mentoring, and driving daily performance by tracking attendance, reducing shrink, and delivering exceptional member experiences.

You will lead weekly coaching sessions, address escalations, and ensure high-quality interactions across omnichannel channels. Strong communication, bilingual Spanish preferred, and a HS diploma or equivalent are required; Plano, TX-based with a

Qualifications

• 5+ years of call center experience.
• 2+ years leading call center agents or supporting agents in elevated roles.
• HS diploma or equivalent.
• Bilingual in Spanish preferred.

Responsibilities

• Manage and oversee a team of call center agents.
• Motivate 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 capacity.
• Assist with onboarding process.
• Assist members by taking calls/chats during peak volume.

Skills

Call center experience

Team coaching

Customer service

Multitasking

Education

HS diploma

Tools

CRM software

Job description

SmithRx is seeking a motivated supervisor to help manage a team of call center agents. This role focuses on coaching, mentoring, and driving daily performance by tracking attendance, reducing shrink, and delivering exceptional member experiences.

You will lead weekly coaching sessions, address escalations, and ensure high-quality interactions across omnichannel channels. Strong communication, bilingual Spanish preferred, and a HS diploma or equivalent are required; Plano, TX-based with a