Hybrid Workforce Planning Manager - Helpdesk & RTM Lead

Hargreaves Lansdown PLC; West of England; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Pension scheme 11% employer contrib.

Private medical insurance

Health care cash plans

Wellbeing resources

Job summary

Hargreaves Lansdown PLC in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and RTM team for a c.300 FTE Helpdesk. The role drives end-to-end workforce planning, intraday management, and digital-first initiatives to boost service levels and efficiency.

You will partner with operations to improve adherence, governance and data-driven decision-making, while developing a high-performing team and embedding risk and compliance awareness.

Qualifications

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) within a contact centre environment.
• Strong understanding of multi-channel operations (voice & email essential; chat/digital advantageous).
• Proven leadership experience managing WFM or RTA teams.
• Deep knowledge of workforce planning tools (NICE, Verint, Calabrio).
• Strong analytical and problem-solving skills with the ability to interpret operational data.
• Experience working in a regulated environment (financial services preferred).
• Ability to influence senior stakeholders and drive operational change.

Responsibilities

• Lead end-to-end scheduling and workforce planning for Core Helpdesk, ensuring shift patterns, capacity and shrinkage planning are aligned to forecast demand, service requirements, regulatory expectations and colleague fairness.
• Lead the RTA/RTM team to proactively manage intraday performance across voice and email channels, maintaining queue health and service levels through dynamic resource allocation, informed routing, overtime/under-time decisions and effective off-phone activity management.
• Partner with Operations Managers to improve adherence, schedule compliance, productivity and utilization, using intraday and post-day reviews to identify root causes, strengthen planning-to-live execution and reduce reactive firefighting.
• Define and embed governance frameworks, standards and controls across Scheduling and RTM, covering adherence, occupancy, productivity, interval-level service performance, schedule efficiency and compliance.
• Create standardized dashboards, reporting packs and KPIs that improve operational visibility, accountability and workforce management maturity, while ensuring alignment with FCA/PRA expectations and internal risk, audit and compliance requirements.
• Partner with Platform Services, Digital, Transformation and Client teams to use contact-driver, queue and repeat-volume insights to identify automation and improvement process opportunities.
• Implement digital-first and self-service solutions, such as chatbots, IVR deflection and knowledge bases, to reduce avoidable demand and improve client journey efficiency and satisfaction.
• Act as the key WFM interface for senior operations leadership, providing insight into workforce performance, risks and opportunities, influencing data-led decisions and collaborating cross-functionally to improve operational outcomes.
• Lead, coach and develop a high-performing Scheduling and RTM team, building advanced WFM, analytics and decision-making capability while embedding accountability, continuous improvement, operational excellence, engagement and retention.

Skills

Workforce management

RTA/RTM

Scheduling

Multi-channel ops

Stakeholder influence

Data analytics

Regulated environment

Tools

NICE

Verint

Calabrio

Job description

Hargreaves Lansdown PLC in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and RTM team for a c.300 FTE Helpdesk. The role drives end-to-end workforce planning, intraday management, and digital-first initiatives to boost service levels and efficiency.

You will partner with operations to improve adherence, governance and data-driven decision-making, while developing a high-performing team and embedding risk and compliance awareness.