Strategic Capacity Planning & Forecasting Lead - Hybrid

Hargreaves Lansdown group; West of England; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday

Hybrid working options

Pension up to 11%

Job summary

Hargreaves Lansdown is seeking a Capacity Planning & Forecasting Lead to own robust capacity plans and demand forecasts across Helpdesk and Operations in a hybrid Bristol-based role. You’ll deliver data-driven insights to balance service performance, cost and commercial outcomes, while engaging senior stakeholders to align plans with business priorities.

You'll lead workforce management, forecast accuracy, and planning governance, driving continuous improvement and recovery actions when needed.

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‑term horizons.
• Advanced Excel skills and experience with statistical modelling techniques.

Responsibilities

• Lead design, ownership and maintenance of operational capacity plans across Helpdesk & Operations.
• Own forecast accuracy management with validation, back-testing and variance tracking.
• Drive workforce planning, data governance and cross-functional planning conversations.
• Lead budget planning, reforecasting and alignment between capacity and financial targets.
• Governance of planning assumptions and senior stakeholder engagement.

Skills

Capacity planning

Forecasting

WFM

Stakeholder management

Tools

Verint

Calabrio

SQL

Job description

Hargreaves Lansdown is seeking a Capacity Planning & Forecasting Lead to own robust capacity plans and demand forecasts across Helpdesk and Operations in a hybrid Bristol-based role. You’ll deliver data-driven insights to balance service performance, cost and commercial outcomes, while engaging senior stakeholders to align plans with business priorities.

You'll lead workforce management, forecast accuracy, and planning governance, driving continuous improvement and recovery actions when needed.