Advisor, Retail Channels (Call Center Supervisor)

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 Bayamón, PR. Don’t miss out on being part of a well-rounded customer service team! Major Duties and 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.

Minimum requirements :

WORK AUTHORIZATION & ELEGIBILITY :