Advisor, Retail Channels (Sales Supervisor)

Job description

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 Bayamón, 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 understandin...