ECP Support Team - Professional I, Planning & Scheduling

Concentrix - CA; São Paulo; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

A forward-thinking company is seeking a dedicated ECP Support Professional to enhance WFM process maturity. This role involves implementing best practices across various accounts while fostering strong relationships with internal teams and clients. The ideal candidate will thrive in a multi-skill environment, ensuring alignment with client and business needs. This position offers the opportunity to drive continual improvement and adaptation in a dynamic setting. If you are passionate about optimizing workflows and enhancing operational efficiency, this role could be the perfect fit for you.

Qualificações

• At least 6 months in current position with no disciplinary actions.
• Experience in Forecasting, Capacity Planning, and Scheduling.

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Drive productivity and revenue increases by enhancing efficiency.

Conhecimentos

Advanced English

Excel

WFM applications

Reporting tools

VBA

SQL

Forecasting

Capacity Planning

Scheduling

Ferramentas

ECP

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 through the implementation and maintenance of 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, fostering strong relationships with internal teams and client partners. The role ensures WFM practices align with 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 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 by enhancing efficiency and related 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 Paraná, Ceará, and São Paulo states.
• 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 leave during the selection period (March to May).
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• ABS of 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, 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

Note for California Residents: By submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.

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