Advisor, Retail Channels (Call Center Supervisor)

Oriental Bank • Bayamon, PR

13d • Onsite

About The Position

Excited to have a role with the responsibility of coaching and mentoring a team of high-quality customer service agents? As an Advisor, Remote Network (Call Center Supervisor), you will play a crucial role in promoting proper process execution, ensuring service level compliance and excellent customer service. Aligned, and consequently, embracing our Digital First strategy, you will be our client-facing champion by promoting and facilitating the migration of clients to our self-service channels. This amazing opportunity will work on-site in San Juan, PR. Don’t miss out on being part of a well-rounded customer service team!

Requirements

• Education: Bachelor’s degree in Business Administration, or related fields required.
• Experience: Three (3) years of experience in Call Center / Contact Center, Branches, and/or retail channels management environment. One (1) year 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.
• Leadership Skills : Efficient leadership and analytical skills, including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities. Exceptional ability to supervise and manage your team, while keeping a curious and open mind for areas of opportunity.
• Mentoring Skills: Strong mentoring, relationship-building and conflict-reducing skills with the ability to effectively manage group and interpersonal conflict situations, as well as strong negotiation, interpersonal, written, and oral communication skills.
• Technical Proficiency: Proficiency in MS Office and other business applications required.
• Language Skills: Fully bilingual – English and Spanish (written and verbal).
• Availability: Available to work any day of the week and any shift (including weekends and evenings). Availability to visit other Oriental Bank centers (Bayamón, PR).
• WORK AUTHORIZATION & ELEGIBILITY: 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.

Nice To Haves

• Technical Proficiency: Experience with Interactive Teller Machines management tools (NCR Network Manager), Contact Center tools (Cisco, Avaya, Finesse) preferred.

Responsibilities

• Customer Experience: Observe, monitor, and provide feedback to improve customer experience and achieve goals. Foster a sense of connectedness and collaboration within the team, by making our purpose of progress a reality, sharing a common vision, and moving forward together.
• Service Excellence: Ensure high-quality, detail-oriented services while meeting Service Level Agreements (SLA). Improve service performance and adapt new technologies to enhance efficiency.
• Team Management: Observe and monitor team members daily for aligned execution. Ensure team members arrive on time and maintain proper staffing levels. Promote discipline and consistency in processes and team management.
• Dynamic Coaching: Provide strong, dynamic, dependable coaching to develop and guide team members, helping them efficiently leverage the value of every interaction, while encouraging responsibility and accountability. Be transparent while guiding the team to the delivery of results.
• Results Delivery: Support the delivery of results against a defined scope of work that includes measurable ROI, execution of developed strategic innovation tools and strategies, performance reporting, human capital development, migration to self-service channels, Service Level Agreements, and first contact resolution.
• Internal Quality & Performance Feedback: Monitor and provide feedback on internal quality execution, call management and other performance metrics to ensure compliance with regulatory guidelines.
• Metrics Reporting: Create, maintain, and report department metrics for tracking key performance indicators, review date and determine reasons for anomalies.
• Additional Duties: Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees