ECP Support Team - Professional I, Planning & Scheduling

Minacs; Barra Funda; 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 processes. In this full-time role, you will collaborate with cross-functional teams to implement best practices and drive improvements across various accounts. Your expertise in reporting tools, advanced Excel, and WFM applications will be crucial in ensuring accurate reporting and effective resource utilization. If you're passionate about optimizing workflows and fostering relationships in a dynamic environment, this opportunity is perfect for you.

Qualificações

• Minimum of 6 months in current position with no disciplinary actions.
• Experience with WFM applications, especially ECP.

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

Visual Basic

Access

PowerBI

Descrição da oferta de emprego

ECP Support Team - Professional I, Planning & Scheduling

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

Job Description:

The ECP Support Professional drives WFM process maturity through 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 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, promoting 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. Support WFM team with ECP usage.
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 the proper utilization and cadence of supported 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, São Paulo).
• Minimum of 6 months in current position.
• No disciplinary actions in the last 6 months and during the selection process.
• No scheduled vacations during the selection process or expected start (March to May) and no medical leave.
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• Candidate's 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, capacity planning, scheduling, and reporting.
• Knowledge of Visual Basic, Access, and PowerBI is a plus.

Additional information:

• Schedule: 10am - 7pm BST, Mon – Fri (5X2)

Location: BRA Work-at-Home

Language Requirements: English and Portuguese

Time Type: Full time

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