Strategic Capacity & Forecasting Lead — Hybrid

The Forum; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday

Hybrid working

Pension scheme

Private medical insurance

Health screening

Life insurance

Wellbeing benefits

Job summary

Hargreaves Lansdown, based in Bristol, is seeking a Capacity Planning & Forecasting Lead. You will own capacity plans across Helpdesk and Operations, drive demand forecasting and workforce planning, and work with senior stakeholders to align service, costs and commercial targets.

The role requires strong analytical skills, Advanced Excel, and experience with WFM tools. Hybrid working is available with a 37.5 hour week and a focus on governance and continuous improvement.

Qualifications

• Proven experience leading capacity planning, demand forecasting or workforce planning in a contact centre, operations or enterprise planning environment.
• Strong understanding of workforce management and staffing methodologies.
• Experience owning forecast accuracy, capacity modelling and planning governance across short, medium and long horizons.
• Advanced Excel skills and experience with statistical modelling techniques.
• Strong analytical and problem-solving capability with attention to detail.
• Ability to influence cross-functional stakeholders with data-driven insights.
• Experience with WFM tools (e.g., Verint, Calabrio, ControliQ).
• Exposure to financial planning and budgeting processes.
• Knowledge of SQL or data querying tools.
• Experience in high-volume, fast-paced operations.
• Strong communication and storytelling ability.
• Attention to detail and accuracy.
• Solution-oriented with continuous improvement focus.
• Collaborative and stakeholder-focused approach.
• Ability to manage multiple priorities and changing demands.

Responsibilities

• Lead design, ownership and maintenance of capacity plans across Helpdesk & Operations.
• Balance service performance, resource availability, cost efficiency and commercial outcomes.
• Set hiring and redeployment recommendations with senior stakeholders.
• Track recruitment, attrition, shrinkage and productivity against plan.
• Refine planning inputs and model design to improve accuracy and confidence.

Skills

Capacity planning

Forecasting

Workforce planning

Excel

SQL

WFM tools

Stakeholder management

Data analysis

Tools

Verint

Calabrio

ControliQ

Job description

Hargreaves Lansdown, based in Bristol, is seeking a Capacity Planning & Forecasting Lead. You will own capacity plans across Helpdesk and Operations, drive demand forecasting and workforce planning, and work with senior stakeholders to align service, costs and commercial targets.

The role requires strong analytical skills, Advanced Excel, and experience with WFM tools. Hybrid working is available with a 37.5 hour week and a focus on governance and continuous improvement.