Business System Liaison

Date: Aug 12, 2022

Location: San Juan, PR

At Popular, we offer a wide variety of services and financial solutions to serve our communities in the Island and abroad. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; this is why we value their diverse skills, experiences and backgrounds.

 

Are you ready for a rewarding career?

Over 7,900 men and women in Puerto Rico, Virgin Islands and the United States work at Popular.

Come and join our community!

General Description

Administers, coordinates, manages, and supports the call center application(s) to ensure sustained operational performance of the call recordings, workforce management, inbound and outbound configurations, daily maintenance, among others.

Essential Duties and Responsibilities

•    Work with business unit to optimize the use of the call center.
•    Perform changes and updates to provide business unit with the requirements and needs to ensure optimization of call center processes to minimizes operational impact.
•    Establish planning and execution of tests, and certification of application releases and changes.
•    Prepare requirements documents to improve operational processes and implement modifications to comply with regulations or new releases.
•    Work with senior/lead system engineers to understand and implement IT infrastructure designs and rollouts.
•    Experience and understanding the Call Center applications integrations.
•    Participate in scrum meetings. Collaborate in task prioritization process.
•    Prepare and document standard operating procedures and protocols.
•    Help create content to train users on how to use application. Prepare and conduct training programs for application deployments and upgrades, if necessary.
•    Develop standard documents for diagnosing and testing telecom and network related issues.
•    Communicate new releases and/or changes to business unit.
•    Ensure that time frames are met according to all requirements.
•    Perform Test scripts and Certify Production Phase.
•    Testing (UAT) of platform after OS & application patches or upgrades.
•    Responsible for daily maintenance of our applications and users that support our Call Center systems.
•    Assist in the technical support of the server environment and the applications residing on these servers.
•    Work with technical/support/incident to identify needs and mitigate risks.
•    Perform recurring procedures, validate application usability, and monitor system stability, ensuring that all operational tasks run error-free and application performance is optimal.
•    Looks for and suggests improvements to applications. Recommend new capabilities based on KPI monitoring. Identify customer challenges and articulate to broader team.
•    Manage ad-hoc requests of the applications in charge.
•    Manage efficiency in tasks, assisting in user’s request.
•    Ensure compliance with BPPR and IT policies. In addition to Audit and Compliance Divisions requirements.
•    Ability to provide technical support to other team members including agents and management, Works well with multiple teams.
•    Perform audit trail and alarm monitoring and maintain documentation.
•    Perform user certifications.
•    Able to document and ensure the retention time of audio and video for any audit and quality process.
•    Configure routing of T1/SIP lines, and others Network Devices.
•    Troubleshoot telephony problems including issues that require interfacing with vendor engineers.
•    Perform tests required for the contingency plans developed for the different call centers.
•    Collaborate in any IT incident management related to the call center and refer issues to appropriate vendors Aspect or Evertec. 

Education

Bachelor or Master’s degree in Computer Science or Engineering, Information Systems, related areas or equivalent.

Experience

•    Project Management skills
•    Analytical skills 
•    Outstanding Communications skills 
•    Problem Solving skills
•    SQL programming skills
•    Power BI & Metrics dashboards Knowledge 
•    Excellent communication skills in English and Spanish, both verbal and written 
•    Excellent interpersonal skills and teamwork 
•    Ability to meet deadlines 
•    Skills to adapt to change easily 
•    Availability to work extended hours, weekends, and holidays. 

Competencies

Accountability
Analytical Discipline
Business Excellence
Change Agent
Character
Collaboration & Teamwork
Self Development
Customer Centric

Important: The candidate must provide evidence of academic preparation or courses related to the job posting.

 

Popular requires all employees to be fully vaccinated against COVID-19 by the first day of work. We will require you to provide a copy of your COVID-19 Vaccination Record Card. (1)

(1)  In general, people are considered fully vaccinated: ±

       2 weeks after their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or

       2 weeks after a single-dose vaccine, such as Johnson & Johnson's Janssen vaccine

 

Popular may provide vaccination exemptions for medical or pregnancy reasons, or due to a sincerely held religious belief or practice, unless doing so would impose an undue hardship to Popular or pose a direct threat to the health and safety of others. If you wish to request a vaccination exemption or have a disability and need assistance with the application process, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

 

As Puerto Rico’s leading financial institution, we reaffirm our commitment to offer essential financial services and solutions for our customers at all times, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

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Popular is an Equal Opportunity Employer

Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.

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