ECP Support Team - Professional I, Planning & Scheduling

Concentrix; Brasil; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is looking for a dedicated ECP Support Professional to enhance workforce management processes. This role involves implementing best practices across various accounts, ensuring the balance of client and agent needs while driving continual improvement. You will lead a team, support the development of new reports, and utilize advanced tools to optimize productivity. If you have a knack for process improvement and a strong background in workforce management, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualificações

• Minimum of 6 months in current position.
• Advanced skills in Excel and WFM applications required.

Responsabilidades

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

Conhecimentos

Advanced English proficiency

Advanced Excel skills

Experience with WFM applications: ECP

Knowledge of reporting tools

VBA

SQL

Experience in Forecasting and Capacity Planning

Experience in 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 enhances 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 client, business, and agent needs, 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. 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 improving efficiency and related initiatives.
8. Identify and leverage best practices.
9. Support the correct utilization and cadence of tools like Bisapp and ECP.
10. Ensure effective use of resources and automated systems.
11. Act as escalation point for ECP Support Team issues.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

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

1. Minimum of 6 months in current position.
2. No disciplinary action in the last 6 months and during the selection process.
3. No scheduled vacations or medical leaves during the selection process or expected start (March to May).
4. Not on PIP/PSP.
5. 2024 performance grade of at least 3.
6. ABS up to 4% in the last 3 months.
7. Advanced English proficiency.
8. Advanced Excel skills.
9. Experience with WFM applications: ECP required.
10. Knowledge of reporting tools, VBA, SQL.
11. Experience in Forecasting and Capacity Planning.
12. Experience in Scheduling and Reporting.

Additional 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 (Required), Portuguese (Required)

Time Type: Full time

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