ECP Support Team - Professional I, Planning & Scheduling

Concentrix; São Paulo; 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. This role involves driving best practices, maintaining high-quality reports, and implementing process improvements across multiple platforms. You will collaborate with cross-functional teams, ensuring efficient use of resources and tools. If you have strong analytical skills, advanced proficiency in English and Excel, and experience with WFM applications, this is an exciting opportunity to contribute to a dynamic team and make a significant impact in a fast-paced environment.

Qualificações

• 6 months in current position with no disciplinary actions.
• Experience in Forecasting, Capacity Planning, and Reporting.

Responsabilidades

• Maintain high quality and accuracy in reports.
• Assist with developing new reports and process improvements.
• Lead weekly ECP Support Team calls.

Conhecimentos

Advanced English

Excel

WFM applications

Reporting tools

VBA

SQL

Forecasting

Capacity Planning

Scheduling

Visual Basic

Access

PowerBI

Ferramentas

ECP

Bisapp

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 in WFM 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 the needs of the client, business, and agents, 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. Assist the WFM team with the usage of ECP.
5. Lead weekly ECP Support Team calls.
6. Implement and transition new projects.
7. Implement productivity and revenue initiatives to drive efficiency.
8. Identify and leverage best practices.
9. Support the correct 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 for direct reports.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

Exclusive vacancy for WFM Analysts from all States (Paraná, Ceará, and 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
• 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 and Capacity Planning, Scheduling, and Reporting
• Knowledge of Visual Basic, Access, 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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