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 is seeking a dedicated ECP Support Professional to enhance WFM processes across various accounts. This full-time role involves maintaining report accuracy, driving productivity improvements, and collaborating with cross-functional teams. The ideal candidate will possess advanced skills in English and Excel, along with experience in WFM applications and reporting tools. Join a dynamic team that values continuous improvement and innovation while working in a supportive environment that fosters professional growth and development.

Qualificações

• Minimum of 6 months in the current position.
• No disciplinary actions in the last 6 months.
• Advanced English and Excel skills required.

Responsabilidades

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

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, 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, while 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 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 (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, São Paulo).

• Minimum of 6 months in the current position.
• No disciplinary actions (written or suspension) in the last 6 months and during the selection process.
• No scheduled vacations, medical leave, or expected absences during the selection process (March to May).
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• Candidate's ABS of up to 4% in the last 3 months (January to March).
• 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 – Friday (5X2).

Location: BRA Work-at-Home

Language Requirements: English and Portuguese

Time Type: Full-time

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