ECP Support Team - Professional I, Planning & Scheduling

Minacs; 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 Workforce Management processes. In this role, you will implement best practices, maintain high-quality reporting, and drive productivity improvements. Collaborating with cross-functional teams, you will support the effective use of tools and lead initiatives for efficiency. This full-time position offers a dynamic work environment where your contributions will directly impact the success of the organization. If you are passionate about optimizing workflows and have a strong background in WFM applications, this opportunity is perfect for you.

Qualificações

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

Responsabilidades

• Maintain quality and accuracy in reports for direct reports.
• Develop process improvements and support WFM team with ECP usage.

Conhecimentos

Advanced English

Excel

WFM applications (ECP)

Reporting tools

VBA

SQL

Forecasting and Capacity Planning

Scheduling

Reporting

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 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 strong 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 in 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 through efficiency 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 an 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 or medical leave during the selection process or expected start (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: ECP required.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning, 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

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