ECP Support Team - Professional I, Planning & Scheduling

Concentrix - CA; Curitiba; 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 and implement best practices across various accounts. This role involves collaborating with internal teams and client partners to ensure optimal WFM practices that balance client and agent needs. You will lead initiatives to drive productivity and efficiency, support the WFM team, and manage the implementation of new projects. If you're passionate about improving business performance in a dynamic environment, this opportunity is perfect for you.

Qualificações

• 6 months in current position with no disciplinary actions.
• Experience with reporting tools and WFM applications.

Responsabilidades

• Maintain quality and accuracy in reports for direct reports.
• Develop process improvements and assist in new report development.
• Lead weekly ECP Support Team calls and manage new project transitions.

Conhecimentos

Advanced English

Excel

WFM applications (ECP)

VBA

SQL

Forecasting

Capacity Planning

Scheduling

Reporting

Visual Basic

Access

PowerBI

Descrição da oferta de emprego

ECP Support Team - Professional I, Planning & Scheduling

Job Title: ECP Support Team - Professional I, Planning & Scheduling

Job Description: The ECP Support Professional enhances WFM process maturity by implementing and maintaining best practices across location accounts under the supervision of the Geo Leader. They work across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, building strong relationships with internal teams and client partners. The role ensures WFM practices balance client, business, and agent needs, fostering 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 WFM team with ECP usage.
5. Lead weekly ECP Support Team calls.
6. Manage implementation and transition of new projects.
7. Drive productivity and revenue increases through efficiency initiatives.
8. Identify and leverage best practices.
9. Support proper 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.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

• Exclusive vacancy for WFM Analysts from all states (Paraná, Ceará, São Paulo).
• At least 6 months in current position.
• No disciplinary actions in the last 6 months and during the selection process.
• No scheduled vacations or medical leaves during the selection and start period.
• 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: ECP required.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning.
• Experience in Scheduling and Reporting.
• Knowledge of Visual Basic, Access, PowerBI is a plus.

Additional Information:

• Schedule: 10am - 7pm BST, Monday to Friday (5X2).
• Location: BRA Work-at-Home.
• Languages: English and Portuguese required.

Time Type: Full time

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Concentrix is a technology-enabled global business services company specializing in customer engagement and business performance improvement for top brands.