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Salary: USD 54,000 - 63,500 / 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 rapidly expanding its operations.
You will manage and oversee a team of call center agents, driving daily performance through coaching, mentoring, and performance tracking. Your responsibilities include motivating agent growth through weekly coaching interactions, monitoring call quality to ensure exceptional member experiences, tracking attendance to maintain capacity, and handling escalations. You'll also assist with the onboarding process and take calls during peak volume periods to support the team.
Key responsibilities:
- Manage and oversee call center agent team
- Conduct weekly coaching interactions to drive agent performance and growth
- Answer and support agent questions and escalations
- Execute daily performance deliverables and track KPIs
- Monitor agent interactions to drive quality member experiences
- Track agent attendance to ensure consistent capacity
- Assist with onboarding new team members
- Support members by taking calls/chats during peak volume times
You bring 5+ years of call center experience with progression through elevated roles, plus 2+ years leading call center agents or in an elevated agent role. You have expert customer service skills, strong problem-solving abilities, excellent verbal and written communication, and experience with omnichannel and CRM software. You're organized, flexible, and thrive in fast-paced startup environments with a passion for delivering world-class member experiences.
