The Advisor, Retail Channels (Call Center Supervisor) is responsible of coaching promote proper processes execution, service level compliances, high quality customers service and migration to self-service channels by Remote Channels associates. Position works on-site, based in Bayamon, PR.

Major Duties & Responsibilities:

• Observe, monitor and as result provide feedback and coaching to improve customer experience and goals achievements.
• Ensures high quality services while meeting Service Level Agreements (SLA), improving service performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics among remote channels.
• Daily observe and monitor team member agents and support resources for aligned execution.
• Provide strong, dynamic coaching to develops and guides team members to efficiently leverage the value of every interaction.
• 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, first contact resolution, among others.
• Monitor and provide feedback about effective internal quality in execution.
• Ensure compliance with regulatory agency guidelines and standards.
• Monitor team members arrives on time and proper number of agents per working hours, peak time, seasons, lunch time.
• Monitor and provide feedback and coaching to agents assigned about call management, customers wait times by agent, call handling time by agents and any established metric to measure agent’s performance.
• Creates, maintains and reports department metrics for tracking of necessary key performance indicators. Reviews data for anomalies and determines reasons for these anomalies.
• Other duties may be assigned.

Education And Experience:

• Bachelor’s degree in Business Administration or related fields required.
• Three (3) years of experience in Call Center / Contact Center, Branches, and /or retail channels 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.
• Experience with Interactive Teller Machines management tools (NCR Network Manager), Contact Center tools (Cisco, Avaya, Finesse), preferred.
• Computer proficiency; MS Office and other business applications required.
• Fully Bilingual - English and Spanish (written and verbal)
• Available to work any day of the week and any shift (including weekends and evenings).

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

Oriental Bank requires evidence of COVID-19 vaccination as an employment requirement. Religious and medical exemptions may be provided in accordance with applicable federal and state laws and regulations.

Job Type: Full-time

Pay: $30,000.00 - $35,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training

Schedule:

• 8 hour shift

COVID-19 considerations:
Yes

Work Location: One location

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