Lead Workforce Planning Manager (Hybrid, 300+ FTE)

Hargreaves Lansdown; Bath; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Pension

Job summary

Hargreaves Lansdown is seeking a Workforce Planning Manager in the Bristol area to lead a 300+ FTE multi-channel Helpdesk scheduling and RTM team. The role focuses on optimizing capacity, service levels and intraday performance through data-driven governance and automation initiatives.

You will partner with operations to improve adherence, develop dashboards, and drive continuous improvement while maintaining FCA/PRA alignment.

Qualifications

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) within a contact centre.
• 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).

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.

Skills

Workforce management

RTA/RTM

Multi-channel ops

Leadership

Data analysis

Tools

NICE

Verint

Calabrio

Job description

Hargreaves Lansdown is seeking a Workforce Planning Manager in the Bristol area to lead a 300+ FTE multi-channel Helpdesk scheduling and RTM team. The role focuses on optimizing capacity, service levels and intraday performance through data-driven governance and automation initiatives.

You will partner with operations to improve adherence, develop dashboards, and drive continuous improvement while maintaining FCA/PRA alignment.