Jobs in Campinas, Brazil

Job Title: ECP Support Team - Professional I, Planning & Scheduling

Job Description: The ECP Support Professional enhances WFM process maturity by implementing and maintaining best practices across location accounts under the supervision of the Geo Leader. They work across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, building strong relationships with internal teams and client partners. The role ensures WFM practices balance client, business, and agent needs, fostering 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 ECP usage.
5. Lead weekly ECP Support Team calls.
6. Manage implementation and transition of new projects.
7. Drive productivity and revenue increases through efficiency 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.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

• Exclusive vacancy for WFM Analysts from all states (Paraná, Ceará, São Paulo).
• At least 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 and 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: ECP required.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting and Capacity Planning.
• Experience in 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.
• Languages: English and Portuguese required.

Time Type: Full time

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