ECP Support Team - Professional I, Planning & Scheduling

Concentrix - CA; Ponta Grossa; 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 across various accounts. This role involves driving productivity through efficiency initiatives, leading team calls, and ensuring effective resource utilization. The ideal candidate will have advanced skills in English and Excel, alongside experience with WFM applications like ECP. Join a dynamic team focused on continual improvement and adaptation in a fast-paced environment. If you're passionate about workforce management and eager to make an impact, this opportunity is perfect for you.

Qualificações

• Minimum of 6 months in current position without disciplinary actions.
• Experience with WFM applications and advanced Excel skills.

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Lead weekly ECP Support Team calls and implement new projects.

Conhecimentos

Advanced English

Excel

WFM applications (ECP)

Reporting tools knowledge

VBA

SQL

Forecasting and Capacity Planning

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 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 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 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 through efficiency initiatives.
8. Identify and leverage best practices.
9. Support the 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)

• 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 leaves during the selection process or expected start date.
• 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: ECP required.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning.
• Experience in 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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