Hybrid Capacity Planning & Forecasting Lead

Hargreaves Lansdown group; Bath; Hybrid; GBP 80,000 - 100,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday

Option to purchase additional 5 days

Flexible working options (hybrid)

Enhanced parental leave

Pension scheme up to 11% employer 贡献

Income Protection and Life insurance (

Private medical insurance

Health care cash plans

Health screening programme

Help@hand - mental health counselling

Wellhub - fitness & wellness

Bike schemes with showers

Inhouse barista and deli

Two paid volunteering days

Job summary

Hargreaves Lansdown in Bristol is seeking a Capacity Planning & Forecasting Lead to own data-driven capacity plans across Helpdesk and Operations. You will produce short, medium and long-term forecasts and ensure governance of planning assumptions, working with senior stakeholders to balance service, cost and commercial outcomes.

Reporting to the Senior Manager - Enterprise Capacity Planning & Insights, you will lead workforce management and contribute to financial planning and budget

Qualifications

• Proven experience leading capacity planning, demand forecasting or workforce planning in a contact centre or enterprise planning.
• Advanced Excel skills and statistical modelling experience.
• Ability to influence senior stakeholders with clear insights and recommendations.
• Experience with WFM tools such as Verint, Calabrio or ControliQ is desirable.
• Knowledge of SQL or data querying tools is desirable.

Responsibilities

• Lead the design and maintenance of operational capacity plans across Helpdesk & Operations.
• Own forecast accuracy management and model governance.
• Drive workforce planning and resource optimisation with cross-functional teams.
• Align capacity with service levels, finance targets and commercial goals.
• Lead change impact assessments and governance for new initiatives.

Skills

Capacity planning

Forecasting

Workforce planning

Advanced Excel

Stakeholder influence

Tools

SQL

Verint

Calabrio

ControliQ

Job description

Hargreaves Lansdown in Bristol is seeking a Capacity Planning & Forecasting Lead to own data-driven capacity plans across Helpdesk and Operations. You will produce short, medium and long-term forecasts and ensure governance of planning assumptions, working with senior stakeholders to balance service, cost and commercial outcomes.

Reporting to the Senior Manager - Enterprise Capacity Planning & Insights, you will lead workforce management and contribute to financial planning and budget