General Description
Analyzes and support the business according to management strategies.
Essential Duties and Responsibilities
Management Aspect Unified IP / Advanced List Management (ALM) / Aspect Quality Management (AQM), Business Support Service Request (BSSR) and SMS:
Responsible for investigating and diagnosing incidents related to applications, analyzing trends and minimizing time out of production.
Coordinate and carry out periodic maintenance of the infrastructure.
Design and implementation of IVR Scripts.
Provide technical support to guarantee the stability of the systems, including servers and telecommunications.
The groups to which support is offered are the following:
Our People
Collections
Mortgage Servicing
Casa Fácil
DeShow
Loss Mitigation
Loss Mitigation Special Project (Kansas)
Marketing
Project Centro Europa (GSE) Floor 9
Perform the periodic certification of the users of the application
Serve as a liaison between telecommunications service providers Evertec, AT & T and Claro, reporting faults and incidents.
Dialer administration and creation of Outbound campaigns.
It includes the design and creation of processes to create the files that will be used in the Dialer.
Process automation
Call Center Metrics
Creation and design of metrics reports for management.
Includes Dashboards and reports through Cognos and Power BI.
Creation and design of reports in real time
Design and analysis of databases
Documentation
Keep the unit's documentation updated.
Installation manuals
Process manuals
Change Management
Support for other applications
SAEX
CACS
MSP
Work on projects and initiatives to improve processes and metrics of Call Center.
Education
Bachelor's Degree in Information Systems or Business Administration
Experience
Minimum of one year of experience in programming and data analysis.
Other Qualifications
• Advanced knowledge of Microsoft Access and Excel.
• Ability to set priorities and work several tasks simultaneously.
• Excellent communication skills in English and Spanish.
• Excellent interpersonal skills and teamwork.
• Flexibility to adapt to new situations and rapid changes.
• Ability to work under pressure and meet deadlines.
• Ability to work independently with minimal supervision and with their own initiative.
• Proactively look for efficiencies and alternatives to improve processes.
• Skills to develop and maintain good relationships with internal clients, anticipate their needs, present alternatives to resolve situations and provide follow-up to the agreements reached.
• Preferable knowledge of project management and life cycle of a system.
Competencies
Accountability
Analytical Discipline
Business Excellence
Change Agent
Character
Collaboration & Teamwork
Customer Centric
Self Development
Job Segment:
Quality Manager, Data Analyst, Change Management, Call Center, Quality, Data, Management, Customer Service
