Business Systems Liaison

Date: Nov 17, 2021

Location: San Juan-Santurce, PR

General Description

The main function will be to manage the Call Center applications and support our contact centers to be more efficient and improve the customer experience. The employee will be responsible for the maintenance of the different applications, monitoring the performance of the contact centers and maximize the available tools to improve and comply with the business unit objectives.

Essential Duties and Responsibilities

Maintains the Call Center applications updated based on business requirement

-Designs and handles new requirements and enhancements needed to have a more efficient application  

-Analyzes the performance of Call Center’s metrics

-Maximizes the functionalities of the different applications and tools used in the contact centers

-Technical support to the contact centers

-Identifies solutions for reported incidents or system enhancements

-Maintains databases and ensures it is reliable

Education

Bachelor's Degree in Computer Science or Information Systems

Experience

At least one year of related experience.

Other Qualifications

-Proficiency in Microsoft Excel (advanced), Word, PowerPoint and Power BI is required.

-Proficiency in SQL, SAS or similar software is preferred.

-Experience with data analysis, data integration and data validation activities with different projects.

-Experience developing written summary and analysis of technical testing and validation activities.

-Ability to gather and manipulate large datasets from multiple sources.

-Highly self-motivated and directed

-Strong analytical, organizational, and creative problem-solving skills.

-Able to quickly develop excellent understanding of the organization’s goals and objectives.

-Ability to set priorities and work several tasks simultaneously.

-Excellent interpersonal skills and teamwork.

-Flexibility to adapt to new situations and rapid changes.

-Ability to work under pressure and meet deadlines.

Competencies

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


Job Segment: Data Analyst, Call Center, Data, Customer Service