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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 and best-in-class customer service.
You will manage and oversee a team of call center agents, driving daily performance through coaching, mentoring, and performance measurement. Your responsibilities include:
• Managing and overseeing a team of call center agents
• Motivating agent growth and performance through weekly coaching interactions
• Answering and supporting agent questions and escalations
• Executing daily performance deliverables and tracking key performance indicators
• Driving quality member experiences by listening to and monitoring agent interactions
• Tracking agent attendance to maintain consistent capacity
• Assisting with the onboarding process
• Supporting members by taking calls and chats during peak volume periods
You will be pivotal in reducing shrink, improving attendance, and delivering exceptional member experiences while fostering a collaborative, mission-driven culture.
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
• 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 omnichannel and CRM software
• Positive attitude and ability to be flexible in a fast-paced startup environment
• Tactical decision-making ability
• High school diploma or equivalent
