Associate Retail Channels (Chat Team Lead)
New Today
MAJOR DUTIES AND RESPONSIBILITIES:
- Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA). Validate that all employees are in their positions and available to attend to customers
- Help and support the Advisor and Associates in operational issues for agile execution of the service and resolution of cases.
- Clarify operational, technical or service doubts to associates to meet first contact resolution objectives and metrics.
- Provide comprehensive guidance and advice on efficient quality processes.
- Just-in-time feedback to associates calls received, outbound, identity validation, service protocol, resolution of customer incidents/problems, among others.
- Coordinate and monitor Remote Network Associates schedule, attendance, peak availability, compliance, and appropriate time and attendance issues.
- Maintain solutions focusing on our digital channels and promote sales referrals as needed.
- Monitor chat or support channels, support queues and call traffic, through the system and established service levels.
- Assist the Advisor with feedback to associates (to guarantee customer satisfaction through coaching and call quality.
- Assist area quality controls such as associate access, review of desktops, folders, organization in general.
- Assume the responsibilities of the Advisor in their absence, ensuring continuity in team supervision and leadership.
- Make operational and service decisions, maintaining established quality and compliance standards.
- Other duties may be assigned.
EDUCATION AND EXPERIENCE:
- Associate or Technical Certificate in Business Administration or related field required.
- 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.
- Requires good telephone etiquette, listening, and communication skills.
- Detail oriented and able to manage multiple priorities required.
- Proficiency in MS Office and other business applications required.
- Fully Bilingual - English and Spanish (verbal and written) required.
- Availability of working any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.
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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- Location:
- Bayamon