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Salary: USD 56,000 - 70,000 / annual
SmithRx is a venture-backed healthtech company disrupting the Pharmacy Benefit Management (PBM) sector with a next-generation drug acquisition platform. The company has onboarded hundreds of thousands of members since 2016 and is focused on transforming the U.S. healthcare system through innovative technology, cost-saving tools, and exceptional customer service.
You will lead and manage a team of call center agents, driving daily performance and member satisfaction. This is a hands-on supervisory role where you'll balance team leadership with direct member support during peak volumes.
Key Responsibilities:
- Manage and oversee a team of call center agents, including hiring support and onboarding
- Conduct weekly coaching interactions to motivate agent growth and performance
- Answer and support agent questions and escalations
- Execute daily performance deliverables and track key performance indicators
- Monitor agent interactions to drive quality member experiences
- Track agent attendance to maintain consistent capacity
- Assist members by taking calls and chats during peak volume periods
You'll work in a mission-driven, collaborative culture guided by values of integrity, courage, and teamwork. The role requires someone who can thrive in a fast-paced startup environment while maintaining focus on operational excellence and member satisfaction.
Requirements:
- 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
- High school diploma or equivalent
- Expert customer service skills and strong problem-solving abilities
- Strong verbal and written communication skills
- Experience with omnichannel and CRM software
- Ability to organize tasks and manage workload in a fast-paced environment
- Tactical decision-making ability and positive attitude
- Bilingual Spanish proficiency preferred
