Hybrid WFM Lead: Forecasting & Scheduling

Hargreaves Lansdown PLC; West of England; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday + bank holidays

Christmas closure

Hybrid working

Pension scheme 11%

Private medical insurance

Health care cash plans

Wellbeing programme

Volunteer days

Job summary

Hargreaves Lansdown PLC in Bristol is seeking a Workforce Management Lead to own demand, budget and forecasting for Premium Services. You will translate forecasts into capacity plans across inbound and outbound activity, designing schedules that balance client demand with colleague wellbeing and performance.

The role requires strong data analytics, stakeholder partnership, and experience with WFM systems. Hybrid working is available with 3 days in the Bristol office.

Qualifications

• Significant workforce management experience across forecasting, scheduling and real-time operations.
• Experience supporting contact centre environments with inbound and outbound activity.
• Strong stakeholder management and business partnering capability.
• Demonstrable experience translating data into operational insight and recommendations.
• Strong analytical and numerical skills, including workforce modelling and capacity planning.
• Experience using workforce management systems such as Calabrio, Verint, NICE IEX or equivalent.
• Ability to influence senior operational stakeholders and challenge constructively.
• Effective communication and presentation skills.

Responsibilities

• Own end-to-end demand, budget and reforecasting for Premium Services across inbound and outbound activity, developing short-, medium- and long-term forecasts.
• Translate demand forecasts into resource and capacity plans that support service, productivity and commercial goals.
• Conduct impact assessments, scenario planning and sensitivity modelling to evaluate changes with potential material impact on resource requirements and KPIs.
• Provide insight and recommendations to operational leaders about performance targets, staffing requirements and demand trends.
• Design and maintain efficient schedules that optimise resource deployment across channels and client contact types.
• Manage real-time service performance by monitoring adherence, occupancy, utilisation and productivity.
• Lead the implementation and configuration of workforce planning technology for Premium Services.
• Establish forecasting models, scheduling parameters and operational rules within the platform.
• Produce regular workforce management reporting, performance analysis, KPIs and management information.

Skills

Workforce management

Contact centres

Stakeholder management

Data-driven insights

Analytical skills

WFM systems (Calabrio Verint NICE IEX)

Influence senior stakeholders

Communication skills

Tools

Calabrio

Verint

NICE IEX

Job description

Hargreaves Lansdown PLC in Bristol is seeking a Workforce Management Lead to own demand, budget and forecasting for Premium Services. You will translate forecasts into capacity plans across inbound and outbound activity, designing schedules that balance client demand with colleague wellbeing and performance.

The role requires strong data analytics, stakeholder partnership, and experience with WFM systems. Hybrid working is available with 3 days in the Bristol office.