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Job Description We're excited to be supporting a highly successful organisation that is known for its ability to coach, develop and progress its people to better serve their customers. This role is based on a Hybrid working model with our client's site being in the West Midlands, you will need to be within a commutable distance Our client's WFM team has recently grown and with that growth comes the need for a new Head of Resource Planning & Scheduling which is where you come in. The business is investing heavily into its Scheduling department recruiting across multiple skill sets and now seeking a capable Head of Planning & Scheduling to elevate them to the next level. You will be responsible for the day to day management of the Scheduling & planning function within the business for business that is always on the go. Duties: Fully accountable for the management and performance of a first class scheduling service Create and develop an environment of exceptional customer service, technical expertise, productivity, efficiency and quality Demonstrate strong and inspirational leadership to get the best from a multifunctional team in a large Operational/Contact centre environment Develop and sustain effective working relationships with all stakeholders within the business and all external clients. Accountability for the scheduling teams, directly line managing the management team to embed a mind-set of continuous improvement and meet the obligations to clients and stakeholders. Proactively manage resource to deliver the required level of service and consistently achieve planning KPI's anticipating changes in demand Mentor, motivate and develop teams to achieve productivity, engagement and succession planning. Experience Required: Six Sigma qualification or experience with Six Sigma methodology Excellent analytical and problem-solving skills. Excellent verbal and written communication skills. Extensive experience in leading a team with strong leadership, coaching, mentoring and team building skills. Strong organisational skills, with demonstrated ability to handle multiple priorities, work under pressure, and manage operational KPI's and SLA's. Proven stakeholder management skills, with the ability to influence and build relationships at all levels. Strong business and commercial Pertemps