Associate, Team Lead, Retail Channels (ATL)

Oriental; Bayamón (PR); On-site; USD 38,000 - 54,000; Full time

Job summary

Oriental in Bayamón, PR is seeking an Associate, Team Lead, Retail Channels (ATL) to support the Remote Channels area, ensuring efficient operations and high customer satisfaction. The role works on-site with Advisors and Associates to guide service delivery.

You will monitor traffic, resolve issues, provide guidance on processes, manage schedules, and help drive quality and KPI targets through digital channels. You will also coordinate shifts and assist with escalations as needed.

Qualifications

• Associate degree or technical certificate required; business administration preferred.
• Two years of customer service / call center experience required.
• Demonstrated ability to analyze problems, gather data and propose solutions.
• Fully bilingual – English and Spanish (written and verbal).

Responsibilities

• Observe and monitor customer traffic to ensure high quality services while meeting SLA.
• Help and support Advisors and Associates with operational issues for agile service execution and case resolution.
• Clarify operational, technical, or service doubts to agents to meet first contact resolution metrics.
• Provide orientation and thorough advice on efficient quality processes.
• Just-in-time feedback to Associates on call management and issues.
• Coordinate and oversee Remote Channels Associate schedule and attendance.
• Maintain focus on digital channels and promote sales referrals.
• Manage outbound/inbound calls delivering superior customer service.
• May assist with job shadowing and other Remote Channels needs.
• Oversees queues and KPIs and established service levels.
• Other duties may be assigned.

Skills

Analytical skills

Communication skills

Bilingual English/Spanish

Problem solving

Education

Associate degree or technical certificate

Business Administration major preferred

Tools

Horizon

Metavante

AWS Connect

Job description

The Associate, Team Lead, Retail Channels (ATL), contributes to the overall success of the Remote Channels area by providing thorough support ensuring efficiency and customer satisfaction. The ATL partners closely with the Advisors (Supervisors) and Associates, and works on-site in Minillas (Bayamon, PR)

MAJOR DUTIES AND RESPONSIBILITIES:

• Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA).
• Helps and support the Advisor and Associates with operational issues for an agile service execution and case resolution.
• Clarify operational, technical, or service doubts to agents in order to comply with first contact resolution objective and metrics.
• Provides orientation and thorough advise on efficient quality processes.
• Just in time feedback to Associates tied to call management such as identity validation, SHINE, customer issue / problem resolution, among others.
• Coordinate and oversee Remote Channels Associate schedule, attendance, peak time availability, adherence and appropriate time and attendance matters.
• Maintains focus on solutions through our digital channels and promote sales referrals as required.
• Managers outbound/inbound calls providing superior customer service.
• May assist with job shadowing and other Remote Channels people needs.
• Oversees and supports queues and call traffic including KPIs and established service levels.
• Other duties may be assigned.

EDUCATION AND EXPERIENCE:

• Associate degree or technical certificate required. Business Administration major, or related field, preferred.
• Two (2) years of customer service / call center environment 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.
• Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions.
• Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients.
• Proficiency in MS Office (Word, Excel, Outlook), reporting systems required. Knowledge of existing business applications (Horizon, Metavante, AWS Connect, etc) highly preferred.
• Fully Bilingual – English and Spanish (written and verbal) required.
• Flexibility to work through existing shifts in the Remote Channels and availability to adapt to operational needs.

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.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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