Advisor Contact Remote Network

Oriental Bank•Bayamon, PR

1d•Onsite

About The Position

The Advisor, Remote Network (Sales Supervisor) is responsible for the call center staff, who train, hire, monitor, and motivate. Ensure that the teams meet their goals and provide sufficient customer support. Promotes and executes strategies for customer’s products and services adoption and retention goals while supporting the growth of digital channels adoption. Position works on-site, based in Bayamón, PR. MAJOR DUTIES AND RESPONSIBILITIES: Oversees team of associates, making sure they meet performance expectations. Establish and assign individual and team goals according to strategies and define deadlines. Constantly monitors conversion rates to enhance agent’s performance while serving as a mentor providing constructive feedback, provide coaching and ensure compliance requirements. Ensure that interactions with customers comply with state telemarketing regulations and department service quality standards adjusting call script. Monitors calls and/or customers interactions to ensure Quality of Experience on all interactions with customers. Provide solutions based on customers’ needs to promote adoption and growth of digital channels. Ensure the customer’s understanding and full usage of all services related to the contracted products, ensuring retention and customer’s satisfaction with profitable results, while increasing customer relations via cross selling of products and services. Periodically reports performance statistics of all digital communications, customers contacts strategies and campaigns to management. Assist with goals establishment, measuring methods and report results to senior management. Assist and/or participate in systems and process training to end users. Other duties may be assigned.

Requirements

Bachelor’s degree in Business Administration, Accounting or related fields required.
Three (3) years of experience in Telemarketing, Call Center, Branches, and /or retail sales management environment required.
One year (1) of supervisory experience required.
Minimum education and experience required can be substituted with the equivalent combination of education, training, and experience that provides the required knowledge, skills and abilities.
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Exceptional ability to develop and manage results-oriented recruiting.
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
Strong negotiation, interpersonal, written, and oral communications skills.
Computer proficiency: MS Office and other business applications required.
Fully Bilingual - English and Spanish (written and verbal) required.
Available to work any day of the week and any shift (including weekends and evenings).
Legally authorized to work in the US is required.
This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Responsibilities

Oversees team of associates, making sure they meet performance expectations.
Establish and assign individual and team goals according to strategies and define deadlines.
Constantly monitors conversion rates to enhance agent’s performance while serving as a mentor providing constructive feedback, provide coaching and ensure compliance requirements.
Ensure that interactions with customers comply with state telemarketing regulations and department service quality standards adjusting call script.
Monitors calls and/or customers interactions to ensure Quality of Experience on all interactions with customers.
Provide solutions based on customers’ needs to promote adoption and growth of digital channels.
Ensure the customer’s understanding and full usage of all services related to the contracted products, ensuring retention and customer’s satisfaction with profitable results, while increasing customer relations via cross selling of products and services.
Periodically reports performance statistics of all digital communications, customers contacts strategies and campaigns to management.
Assist with goals establishment, measuring methods and report results to senior management.
Assist and/or participate in systems and process training to end users.
Other duties may be assigned.