In this role you will also be accountable for the direction and development of the planning function, developing your own model for the planning department and recommending to the business the strategy for how this is taken forward to ensure that our approach is forward thinking and innovative delivering a first-class service to clients and customers. Key responsibilities for this role: Build and Lead a high performing planning team that delivers excellent outcomes for the business. Build strong planning to planning relationships with all clients. Develop resource forecasting models, ensuring that all resource planning forecasts, scenario's and recommendations are based on sound commercial basis, ensuring resources are utilised effectively Analyse future demand and supply forecasts for all clients liaising with relevant departments to ensure that we have enough resource to achieve SLAs Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLAs are achieved Managing holidays and shrinkage in line with forecasts. Working with the Operational Management Team to authorise offline activity Making appropriate plans for expected changes in profile and workloads. Investigating potential scenarios and finding solutions to challenges Offer daily operational support across all channels, drive operational excellence and efficiency improvements Work with the Senior Operational Team to shape, define and deliver customer service KPIs around productivity and proactively report and review performance Work with the Senior Operational Team to identify operational, financial and process efficiency's. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business Seek opportunities to improve MI, technologies, workforce management tools and roster management Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options Monitoring and reporting on forecast accuracy, trends and utilisation Provide information, analysis and advice on headcount and pipeline Providing daily, weekly and monthly reports to the Leadership Team as required Ad-hoc duties and projects as required