ECP Support Team - Professional I, Planning & Scheduling

Concentrix; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated ECP Support Professional to enhance WFM processes across various accounts. This role involves maintaining high-quality reporting, developing process improvements, and collaborating with cross-functional teams. Candidates should possess advanced English and Excel skills, along with experience in WFM applications and reporting tools. Join a dynamic environment where your contributions will drive efficiency and support client needs. This full-time position offers a unique opportunity to make a significant impact in a supportive and innovative setting.

Qualifications

• Minimum of 6 months in current position.
• Advanced English and Excel skills required.
• Experience with WFM applications, especially ECP.

Responsibilities

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

Skills

Advanced English

Excel

WFM applications

Reporting tools

VBA

SQL

Forecasting

Capacity planning

Scheduling

Visual Basic

Access

PowerBI

Job description

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 work 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 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. 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 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 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 current position.
• No disciplinary action 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, 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
• Languages: English and Portuguese
• Time Type: Full time

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