I lead a team of 10 tactical analysts who own all supply and demand plans and queries from 4 weeks to on the day. I operate as the key escalation point for performance challenges for 7 business areas ensuring that senior business stakeholders are kept up to date & that the team & operational managers get the right level of advice & support. I Lead daily meetings providing expert advice to the operational areas regarding resource and workload issues, discuss departmental performance with all key stakeholders and make recommendations for any changes to plans.

I deliver updated capacity plans, workload projections, resource gap analysis & appropriate recruitment/resource plans to ensure delivery of the business plan, budgets and critical service measures. Within my role I build and refine forecasting models and plan for impact of response to key drivers such as marketing promotions, product launches and advertising campaigns. I Produce ad-hoc & periodic analysis, providing interpretation and recommendations based on the data to my key operational stakeholders.

I completed shift design for 42 teams, 480 FTE, stretching hours of up to 84,000 to maximise service level performance for the most business critical area over a 5 week period. I analysed trends in key performance areas to evidence results and utilise learnings in future shift design. I used capacity plans to regularly review long term shift coverage and utilise shrinkage management. I managed service impacting issues, generating and implementing solutions to safeguard customer service targets, working closely with the operation to do so along with effective Planning of Break, Event & Activity optimisation.

Responsible for responding to changes in demand / supply profiles in a short term window and effectively managing stfafing and shrinkage levers to achieve KPI's. I would lead daily meetings providing expert advice to the operational areas regarding resource and workload issues, discuss departmental performance with all key stakeholders and make recommendations for any changes to plans. I analysed trends in key performance areas and highlighted concerns and underlying cause to the operation. I used capacity plans to regularly review short term shift coverage and shrinkages.Management of the ACDs implementing the emergency procedure when required, changing skill groups and call routing to maximise performance.