ECP Support Team - Professional I, Planning & Scheduling

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

Resumo da oferta

An established industry player is seeking a dedicated ECP Support Professional to enhance WFM processes. This role involves driving best practices across multiple accounts, ensuring alignment with client and agent needs. You will develop process improvements, assist in creating reports, and lead team calls. The ideal candidate will have experience in WFM applications and advanced skills in Excel and English. Join this dynamic team and contribute to continual improvement and operational excellence!

Qualificações

• Minimum 6 months in current position with no disciplinary action.
• Experience with WFM applications and advanced Excel skills.

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Implement productivity and revenue initiatives to drive efficiency.

Conhecimentos

Advanced English

Advanced Excel

WFM applications (ECP)

Reporting tools (VBA, SQL)

Forecasting and Capacity Planning

Scheduling and Reporting

Ferramentas

Visual Basic

Access

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 work across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, building solid relationships with internal cross-functional teams and client partners. The WFM Professional ensures that WFM practices balance the needs of the client, business, and agents, driving continual improvement and adaptation.

Job Responsibilities:

1. Maintain high quality and accuracy in reports for direct reports.
2. Develop process improvements.
3. Assist with developing new reports as needed.
4. Assist WFM team with usage of ECP.
5. Lead Weekly ECP Support Team Calls.
6. Implement and transition new projects.
7. Implement productivity and revenue initiatives to drive efficiency.
8. Identify and leverage best practices.
9. Support the correct utilization and cadence of tools (Bisapp and ECP).
10. Ensure effective use of resources and automated systems.
11. Act as escalation point for support matters for direct reports.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

Exclusive vacancy for: WFM Analysts from all States (Paraná, Ceará, and São Paulo)

• Minimum of 6 months in the current position.
• No disciplinary action (written or suspension) in the last 6 months and during the selection process.
• No scheduled vacations or medical leave during the selection process or expected start (March to May).
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• Candidate's ABS up to 4% in the last 3 months (January to March).
• Advanced English.
• Advanced Excel.
• Experience with WFM applications, specifically ECP.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning.
• Experience in 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 (Required)

Time Type:

Full-time

Note:

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