The Associate, Remote Network (Team Lead), contributes to the overall success of Retail Channel's area by providing comprehensive support that ensures efficiency and customer satisfaction. ATL partners closely with Advisors (Supervisors) and Associates, and works on site in Bayamon or San Juan, PR 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. 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