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. In addition, knowledge of Collection Applications.

Essential Duties and Responsibilities:

• Work with business units to optimize the use of the call center and collections applications.
• Perform changes and updates to provide business unit with the requirements and needs to ensure optimization of the ILSD Division.

• 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 integration with the collection’s application.
• 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 applications. Prepare and conduct training programs for application deployments and upgrades, if necessary.
• Develop standard documents for diagnosing and testing of 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 and collections 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 them 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 include issues that require interfacing with vendor engineers.
• Perform tests required for the contingency plans developed for the different call centers and collections systems.
• Collaborate in any IT incident management related to the call center/collections systems and refer issues to appropriate vendors
• Aspect or Evertec or CGI.

Experience

• Collection Systems and/or Call Center Experience (2 years preferred) or equivalent
• Working as a System Administrator (3 years preferred) or equivalent
• Experience in Outbound & Inbound Configurations and access Routings
• Experience supporting multi-vendor technology solutions
• Experience working with Aspect/ CGI applications, reporting and tools
• Experience working with local communication service providers (TDM, SIP) and Long Distance providers
• Experience with Aspect or CGI Systems.
• Basic understanding of collection applications and/or contact center applications (ex. Cacs or other collections applications,
• CMS, Workforce Management Software, Wallboards)
• Basic understanding of problem-solving methodologies and troubleshooting experience.
• Able to independently deliver focused or point solutions, with small number of functionality points and/or low complexity

Education

Bachelor’s or master’s degree in computer science or engineering, Information Systems, related areas or equivalent.

Other Qualifications

• Project Management skills
• Analytical skills
• Outstanding Communications skills
• Problem Solving skills
• SQL programming skills
• Power BI 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

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

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

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; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, 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.

If you have a disability or need more information about requesting an accommodation, 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.

Are you ready for a rewarding career?

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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