ECP Support Team - Professional I, Planning & Scheduling

Concentrix - CA; Londrina; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dedicated ECP Support Professional to enhance workforce management practices. This role involves driving process improvements, maintaining report accuracy, and leading team initiatives in a dynamic environment. The ideal candidate will possess strong analytical skills, experience with WFM applications, and a collaborative spirit to build relationships across teams. Join this forward-thinking company to contribute to a culture of continual improvement and operational excellence, while enjoying a full-time position that supports work-life balance.

Qualificações

• Minimum of 6 months in the current position.
• Advanced English and Excel skills required.
• Experience with WFM applications, especially ECP.

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Develop process improvements and support the WFM team.
• Lead weekly ECP Support Team calls and implement new projects.

Conhecimentos

Advanced English

Excel

WFM applications

Reporting tools

VBA

SQL

Forecasting and Capacity Planning

Scheduling

Visual Basic

PowerBI

Ferramentas

ECP

Bisapp

PowerBI

Descrição da oferta de emprego

Job Title:

ECP Support Team - Professional I, Planning & Scheduling

Job Description

The ECP Support Professional drives WFM process maturity through the implementation and maintenance of best practices across location accounts, under the supervision and alignment of the Geo Leader. They can operate across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, building strong relationships with internal cross-functional teams and client partners. The WFM Professional ensures that WFM practices balance client, business, and agent needs, promoting continual improvement and adaptation.

Job Responsibilities:

1. Maintain high quality and accuracy in reports for direct reports.
2. Develop process improvements.
3. Assist in developing new reports as needed.
4. Support the WFM team in the use of ECP.
5. Lead weekly ECP Support Team calls.
6. Implement and transition new projects.
7. Drive productivity and revenue increases by enhancing efficiency and related initiatives.
8. Identify and leverage best practices.
9. Support proper utilization and cadence of tools like Bisapp and ECP.
10. Ensure effective use of resources and automated systems.
11. Act as escalation point for support matters within the team.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

Exclusive vacancy for WFM Analysts from all states (Paraná, Ceará, São Paulo)

• Minimum of 6 months in the current position.
• No disciplinary actions in the last 6 months and during the selection process.
• No scheduled vacations or medical leaves during the selection period (March to May).
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• ABS up to 4% in the last 3 months.
• Advanced English and Excel skills.
• Experience with WFM applications, especially ECP.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning, Scheduling, and Reporting.
• Knowledge of Visual Basic, Access, and PowerBI is a plus.

Additional Information:

• Schedule: 10am - 7pm BST, Monday to Friday (5X2)

Location: BRA Work-at-Home

Language Requirements: English and Portuguese

Time Type: Full time

California residents: By submitting your information, you acknowledge reading the Job Applicant Privacy Notice for California Residents.