Associate, Team Lead, Retail Channels (ATL)

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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