Associate, Team Lead, Retail Channels (ATL)
On-siteBayamon, Cidra, Puerto Rico
Bayamon, Cidra, Puerto RicoOn-siteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Monitor customer traffic and manage queues to ensure high-quality service and meet Service Level Agreements. Support Advisors and Associates with operational issues, clarify technical doubts, and provide just-in-time feedback on call management metrics. Coordinate schedules, oversee attendance, and maintain peak-time availability while managing outbound and inbound calls. Promote sales referrals and assist with job shadowing to address Remote Channels people needs.
Required Qualifications
- Associate degree or technical certificate
- Business Administration major, or related field
- Two (2) years of customer service / call center environment experience
- Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions
- Excellent communication skills
- Ability to work collaboratively and effectively with diverse staff, colleagues, and clients
- Proficiency in MS Office (Word, Excel, Outlook), reporting systems
- Knowledge of existing business applications (Horizon, Metavante, AWS Connect, etc)
- Fully Bilingual – English and Spanish (written and verbal)
- Flexibility to work through existing shifts in the Remote Channels
- Availability to adapt to operational needs
- Legally authorized to work in the US
- Permanent or ongoing work authorization
Desired Qualifications
- Business Administration major, or related field
- Knowledge of existing business applications (Horizon, Metavante, AWS Connect, etc)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.