Forecasting & Capacity Lead — Hybrid & Impactful Ops

Hargreaves Lansdown group; Eastbourne; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Flexible hybrid working

Pension up to 11%

Private medical insurance

Health care plans

Job summary

Hargreaves Lansdown seeks a Capacity Planning & Forecasting Lead to own data-driven capacity plans and demand forecasts across Helpdesk & Operations. You will ensure alignment of supply and demand, driving informed operational and financial decisions from the Bristol-based office with hybrid working options.

The role covers responsibility for capacity modelling accuracy, workforce management, and cross-functional planning governance.

Qualifications

• Proven experience leading capacity planning, demand forecasting or workforce planning in a contact centre/enterprise planning
• Strong understanding of workforce management and staffing methodologies
• Track record of owning forecast accuracy, capacity modelling and governance across horizons
• Advanced Excel skills and experience with statistical modelling techniques
• Ability to influence cross-functional stakeholders with clear insight and recommendations
• Proactive, organised, and self-sufficient working style

Responsibilities

• Own capacity plans across Helpdesk & Operations and ensure they are robust and aligned to demand and priorities
• Balance service performance, cost efficiency and commercial outcomes with evidence-based recommendations
• Set hiring, redeployment and resource strategies and communicate them to senior stakeholders
• Lead forecast accuracy management with validation/back-testing and variance tracking
• Translate demand trends into actionable recommendations for operational leaders and finance
• Lead recovery plans when service or forecast metrics move outside expectations
• Lead workforce planning governance and continuous improvement of planning processes

Skills

Capacity planning

Demand forecasting

Workforce planning

Forecast modeling

Excel advanced

Stakeholder management

Tools

Verint

Calabrio

ControliQ

SQL

Job description

Hargreaves Lansdown seeks a Capacity Planning & Forecasting Lead to own data-driven capacity plans and demand forecasts across Helpdesk & Operations. You will ensure alignment of supply and demand, driving informed operational and financial decisions from the Bristol-based office with hybrid working options.

The role covers responsibility for capacity modelling accuracy, workforce management, and cross-functional planning governance.