Advisor, Retail Channel (Chat and Social Media Supervisor)_

The Advisor, Retail Channel (Chat and Social Media Supervisor) is responsible of coaching and promoting proper processes execution, service level compliances, high quality customers service and migration to self-service channels by Remote Channels associates. Position works on-site, based in Bayamón, PR.MAJOR DUTIES AND RESPONSIBILITIES:+ Observe, monitor and as result provide feedback and coaching to improve customer experience and goals achievements.+ Ensure high quality services while meeting Service Level Agreements (SLA), improving service performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics among remote channels.+ Daily observe and monitor team member agents and support resources for aligned execution.+ Provide strong, dynamic coaching to develop and guides team members to efficiently leverage the value of every interaction.+ 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, first contact resolution, among others.+ Monitor and provide feedback and coaching to agents assigned about call, chat or social media management, customers wait and handling times by agents and any established metric to measure agents’ performance.+ Create, maintain, and report department metrics for tracking of necessary key performance indicators. Reviews data for anomalies and determines reasons for these anomalies.+ Other duties may be assigned.EDUCATION AND EXPERIENCE:+ Bachelor’s degree in Business Administration, Industrial Engineering or related majors required.+ Three (3) years of experience in call center, contact center, branches, social media or chat management and/or retail channels 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)+ 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 (om/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf)Compliance PostersThis 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 (om/assets/pdfs/compliance\_posters.pdf)Recruitment Privacy Policy StatementEsta 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 (om/assets/pdfs/compliance\_posters.pdf)Política de Privacidad de Reclutamiento