• Plan, organise and deliver effective scheduling that gives our customers great service, while allowing our frontline to enjoy a work/life balance that ensures that they are happy and productive. • Work closely with the team to understand predicted demand and schedule accordingly. • Trend analysis: identify opportunities/possible risks which would affect achieving business goals. • Allocate overtime budgets accurately, in line with peaks in demand & staff shortfalls. • Continually look to improve the logics of working patterns & liaise with operational stakeholders to ensure the best service levels possible. • Work closely with our Real Time Analysts to ensure seamless management of schedules in both the pre-live and live environments.