Strategic Workforce Forecasting Lead - Hybrid

Hargreaves Lansdown group; West of England; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Discretionary annual bonus

Private medical insurance

Hybrid working

Pension

Volunteering days

Job summary

Hargreaves Lansdown is seeking a Workforce Management Lead to own forecasting, scheduling and real-time performance across Premium Services. Based in Bristol with hybrid working, you will partner with senior managers to design planning processes and embed WFM tools.

You will translate demand into capacity plans, build governance and reporting, and drive efficiency while maintaining colleague wellbeing. This is a strategic role to establish WFM capabilities from the ground up within HL's premium

Qualifications

• Significant workforce management experience across forecasting, scheduling and real-time operations.
• Experience supporting contact centre environments with inbound and outbound activity.
• Strong stakeholder management and business partnering capability.
• Demonstrable experience translating data into operational insight and recommendations.
• Strong analytical and numerical skills, including workforce modelling and capacity planning.
• Experience using workforce management platforms such as Calabrio, Verint, NICE IEX or equivalent.

Responsibilities

• Own end-to-end demand, budget and reforecasting for Premium Services across inbound and outbound activity, developing short-, medium- and long-term forecasts using historical performance, business intelligence, seasonal trends and commercial initiatives.
• Translate demand forecasts into resource and capacity plans that support service, productivity and commercial goals, identifying associated risks, opportunities and future resourcing requirements.
• Conduct impact assessments, scenario planning and sensitivity modelling to evaluate business changes with potential material impact on Premium Services resource requirements and KPIs.
• Provide insight and recommendations to operational leaders about performance targets, staffing requirements and demand trends.
• Design and maintain efficient schedules that optimise resource deployment across channels and client contact types, balancing client demand, colleague wellbeing and operational performance.
• Manage real-time service performance by monitoring adherence, occupancy, utilisation and productivity, identifying risks and recommending mitigation where performance deviates from expected levels or service commitments.
• Act as the dedicated WFM partner to the Premium Services management and leadership team, developing a deep understanding of client expectations, operational nuances and the service proposition.
• Influence operational decision-making through workforce planning insight, data-driven recommendations and clear communication of key risks, assumptions and dependencies across planning discussions, business reviews and strategic initiatives.
• Partner with Platform Services to ensure contact routing, associated rules and scheduling set-up align with Premium Services standards.
• Lead the implementation and configuration of workforce planning technology for Premium Services, establishing forecasting models, scheduling parameters, shrinkage assumptions and operational rules within the platform.
• Ensure the agreed pod model structure, routing logic and platform set-up align with Premium Services requirements and wider enterprise standards where appropriate.
• Design, embed and continuously improve WFM governance, processes, reporting standards, documentation, controls, operating procedures and methodologies to support sustainable workforce management practices.
• Produce regular workforce management reporting, performance analysis, KPIs and management information that provide actionable operational insights.
• Identify opportunities to improve service delivery, productivity, client outcomes and colleague experience, using forecast accuracy and planning insight to continuously refine assumptions and methodologies.
• Support business cases and strategic initiatives through robust workforce modelling and analysis.

Skills

Forecasting

Scheduling

Real-time operations

Stakeholder management

Data-driven insight

Calabrio/Verint/NICE IEX

Tools

Calabrio

Verint

NICE IEX

Job description

Hargreaves Lansdown is seeking a Workforce Management Lead to own forecasting, scheduling and real-time performance across Premium Services. Based in Bristol with hybrid working, you will partner with senior managers to design planning processes and embed WFM tools.

You will translate demand into capacity plans, build governance and reporting, and drive efficiency while maintaining colleague wellbeing. This is a strategic role to establish WFM capabilities from the ground up within HL's premium