Lead, Member Support
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
Execute daily performance deliverables
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
Strong problem solving skills
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
Positive attitude
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
Flexible Spending Benefits
401(k) Retirement Savings Program
Short-term and long-term disability
Discretionary Paid Time Off
Paid Company Holidays
Wellness Benefits
Commuter Benefits
Paid Parental Leave benefits
Employee Assistance Program (EAP)
Well-stocked kitchen in office locations
Professional development and training opportunities
Plano, TX Pay Range
$54,000—$63,500 USD