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The Advisor, Remote Network (Sales Supervisor) is responsible for the call center staff, who train, hire, monitor, and motivate. Ensure that the teams meet their goals and provide sufficient customer support. Promotes and executes strategies for customer’s products and services adoption and retention goals while supporting the growth of digital channels adoption. Position works on-site, based in San Juan, PR.

MAJOR DUTIES AND RESPONSIBILITIES:

• Oversees team of associates, making sure they meet performance expectations. Establish and assign individual and team goals according to strategies and define deadlines.

• Constantly monitors conversion rates to enhance agent’s performance while serving as a mentor providing constructive feedback, provide coaching and ensure compliance requirements.

• Ensure that interactions with customers comply with state telemarketing regulations and department service quality standards adjusting call script.

• Monitors calls and/or customers interactions to ensure Quality of Experience on all interactions with customers.

• Provide solutions based on customers’ needs to promote adoption and growth of digital channels.

• Ensure the customer’s understanding and full usage of all services related to the contracted products, ensuring retention and customer’s satisfaction with profitable results, while increasing customer relations via cross selling of products and services.

• Periodically reports performance statistics of all digital communications, customers contacts strategies and campaigns to management.

• Assist with goals establishment, measuring methods and report results to senior management.

• Assist and/or participate in systems and process training to end users.

• Other duties may be assigned.

  EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Accounting or related fields required.

• Three (3) years of experience in Telemarketing, Call Center, Branches, and /or retail sales 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.

• Computer proficiency: MS Office and other business applications required.

• Fully Bilingual - English and Spanish (written and verbal) required.

• 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 )

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment_privacy_policy_statement.pdf)

Compliance Posters

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Política de Privacidad de Reclutamiento