ECP Support Team - Professional I, Planning & Scheduling

Minacs; São Paulo; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player seeks a dedicated ECP Support Professional to enhance WFM process maturity across various accounts. In this dynamic role, you'll implement best practices while collaborating with cross-functional teams and client partners. Your expertise in WFM applications and advanced skills in English and Excel will be crucial in driving continual improvement. This full-time position offers a unique opportunity to shape productivity and efficiency in a multi-skill environment, ensuring that the needs of clients, business, and agents are met. Join a forward-thinking organization and make a significant impact on operational success.

Qualificações

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

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Develop process improvements and assist in developing new reports.
• Lead weekly ECP Support Team calls and drive productivity.

Conhecimentos

Advanced English

Excel

WFM applications

Reporting tools

VBA

SQL

Forecasting

Capacity Planning

Scheduling

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 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 in developing new reports as needed.
4. Support WFM team with usage of ECP.
5. Lead weekly ECP Support Team calls.
6. Implement and transition new projects.
7. Drive productivity and revenue increases by enhancing efficiency and related initiatives.
8. Identify and leverage best practices.
9. Support 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 concerning the ECP Support 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 current position.
• No disciplinary actions in the last 6 months or during the selection process.
• No scheduled vacations or medical leaves during the selection process or expected start (March to May).
• 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, 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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