Lead WFM & RTM for Hybrid Helpdesk

Hargreaves Lansdown; Bradley Stoke; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Pension scheme up to 11%

Private medical insurance

Life insurance

Wellbeing programs

Volunteer days

Job summary

Hargreaves Lansdown in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and Real Time Analytics team for a multi-channel Helpdesk (~300 FTE). You will optimize shift patterns, intraday performance and governance, delivering dashboards and KPI packs to improve efficiency while ensuring FCA/PRA alignment.

You'll partner with Operations and Platform Services to apply data-driven decisions, drive automation, and deliver a high-performing WFM function in a regulated financial

Qualifications

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) in contact centres.
• Strong understanding of multi‑channel operations (voice & email).
• Proven leadership experience managing WFM or RTA teams.
• Deep knowledge of workforce planning tools: NICE, Verint, Calabrio.
• Analytical and problem-solving skills to interpret operational data.
• Experience in a regulated financial services environment.
• Ability to influence senior stakeholders and drive operational change.

Responsibilities

• Lead end-to-end scheduling and workforce planning for Core Helpdesk, ensuring shift patterns and capacity align to forecast demand and service requirements.
• Lead the RTA/RTM team to manage intraday performance across channels with dynamic resource allocation and effective off-phone activity management.
• Partner with Operations to improve adherence, schedule compliance, productivity and utilization using intraday reviews.
• Define and embed governance across Scheduling and RTM incl. adherence, occupancy and service performance.
• Create dashboards, reporting packs and KPIs aligned with FCA/PRA and internal risk controls.

Skills

WFM leadership

Multi-channel ops

Data analysis

Stakeholder engagement

Regulated environment

Tools

NICE

Verint

Calabrio

Job description

Hargreaves Lansdown in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and Real Time Analytics team for a multi-channel Helpdesk (~300 FTE). You will optimize shift patterns, intraday performance and governance, delivering dashboards and KPI packs to improve efficiency while ensuring FCA/PRA alignment.

You'll partner with Operations and Platform Services to apply data-driven decisions, drive automation, and deliver a high-performing WFM function in a regulated financial