ECP Support Team - Professional I, Planning & Scheduling

Minacs; 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 their Workforce Management (WFM) processes. This role involves implementing best practices across various accounts while ensuring a balance between client and agent needs. You'll be responsible for maintaining report accuracy, developing process improvements, and leading team calls. If you have a strong background in WFM applications and are skilled in advanced English and Excel, this position offers an exciting opportunity to drive efficiency and productivity in a dynamic environment.

Qualificações

• Minimum of 6 months in the current position.
• Advanced English and Excel skills required.
• Experience in forecasting, capacity planning, and reporting.

Responsabilidades

• Maintain high quality and accuracy in reports.
• Develop process improvements and new reports.
• Drive productivity and revenue increases.

Conhecimentos

Advanced English

Excel

WFM applications

ECP

Reporting tools

VBA

SQL

Forecasting

Capacity planning

Scheduling

Ferramentas

PowerBI

Visual Basic

Access

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 operate across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while 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 in developing new reports as needed.
4. Assist the 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 an escalation point for support matters for the team.
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 the 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 period.
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• 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, Monday to Friday (5X2)

Location: BRA Work-at-Home

Language Requirements: English and Portuguese

Time Type: Full time

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