Senior Workforce Planner – Helpdesk & RTM (Hybrid)

Hargreaves Lansdown; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Pension 11% employer contribution

Private medical insurance

Health care plan

Job summary

Hargreaves Lansdown in Bristol seeks a Workforce Planning Manager to lead Scheduling and RTM for a large, multi-channel Helpdesk. You will drive end-to-end planning, intraday performance, and governance to meet forecast demand and regulatory expectations.

Delivery will include dashboards, cross-functional collaboration, and digital-first initiatives to reduce demand while maintaining client outcomes. Hybrid work is available with office days in Bristol.

Qualifications

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) within a contact centre.
• Knowledge of tools such as NICE, Verint and Calabrio.
• Experience in a regulated financial services environment and influencing senior stakeholders.

Responsibilities

• Lead end-to-end scheduling and workforce planning for Core Helpdesk and intraday performance.
• Manage an RTM/RTA team to optimize queue health and service levels.
• Embed governance across scheduling, occupancy and compliance, and deliver dashboards.

Skills

Workforce management

Scheduling

RTA/RTM

Leadership

Analytical skills

Stakeholder influence

Multi-channel operations

Tools

NICE

Verint

Calabrio

Job description

Hargreaves Lansdown in Bristol seeks a Workforce Planning Manager to lead Scheduling and RTM for a large, multi-channel Helpdesk. You will drive end-to-end planning, intraday performance, and governance to meet forecast demand and regulatory expectations.

Delivery will include dashboards, cross-functional collaboration, and digital-first initiatives to reduce demand while maintaining client outcomes. Hybrid work is available with office days in Bristol.