Analyst, Scheduling & Planning​/International BPO

P
Prachi khare


Operations Excellence/Process Excellence Leader - Global Business Services - BPO
Prachi khare • Ahmedabad, Gujarat • via IIM Jobs
Full–time
No Degree Mentioned
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Job description
A leading Consulting GBS (Global Business Services) client of ours is looking for an Operations Excellence / Process Excellence Leader, based in Ahmedabad Gujarat. This is not a remote of hybrid role and will be based in Gujarat itself.

We are looking for leaders with 17-25 years experience in Shared Services/BPO Operations/ Global Business Services.

The role will have the following KRAs:

- Drive GBS-wide Operational Excellence initiatives, ensuring alignment with GBS's goals and delivering measurable business value (e.g., cost savings, process efficiency, and service quality improvements).

- Act as a key advisor to GBS leadership on OE trends, best practices, and innovation within the GBS and BPO context.

- Identify and prioritize high-impact opportunities for Operational Excellence within GBS and BPO operations.

- Focus on practical problem-solving tools and day-to-day performance improvement.

- Work closely with team leads to drive measurable operational performance improvements.

- Apply tools including Value Stream Mapping, Initial Problem Analysis and Customer Journey Mapping

- Co-own the deployment strategy and execution roadmap of, ensuring successful implementation across GBS and BPO teams.
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Hiresquad Resources


Analyst, Scheduling & Planning​/International BPO
Hiresquad Resources • Ahmedabad, Gujarat • via Learn4Good
4 days ago
Full–time
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Job description
Position: Analyst, Scheduling & Planning//International BPO
Leading BPO in Bangalore
Require Schedulers
Experience 4+ Years
Require Excellent Communication Skills
Client Facing role

Role and

Key Responsibilities:

Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the teams.
Develop, manage, and maintain comprehensive schedules
Single Point of Contact for the Business Unit.
Structure set up to core scheduling activities.
Forecast Upload and generate the Intraday Patterns (IDP)
Schedule Generation and Optimization.
Review IDP (Requirement vs Schedule) with sites/Partners.
Recommend required headcount with sites/Partners by running different scheduling scenarios.
Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR %
Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities.
Ensure resource allocation aligns with project goals and organizational capacity.
Lead and motivate team members to achieve scheduling objectives efficiently.
Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
Drive continuous improvement initiatives to enhance scheduling processes and team performance.
Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments
Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
Leverage machine learning and data analytics to enhance workforce scheduling models.
Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization.
Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling.
Benchmark against industry leaders to adopt best practices in scheduling innovation.
Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request.

Key skills and knowledge:

Good knowledge of MS Office tools, SQL, Power Bi
Excellent communication and interpersonal skills.
Proficiency with computers

Willingness to work in a 24
• 7 shift environment
Drive for self-learning and knowledge enhancement
Exposure to the leave management system
Contact Centre Workforce Management experience
Extensive experience with WFM software.
Team handling experience shall be an added advantage.
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Ability to make decisions in time sensitive ambiguous situations
Ability to multitask and manage multiple projects simultaneously.
Strong problem-solving skills and adaptability to changing priorities.

Educational

Qualification:

Bachelor’s degree

Interested Candidates can mail their cv at or call at