Strategic Workforce Planning Manager – Hybrid

Hargreaves Lansdown group; Eastbourne; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday

Flexible working

Pension scheme

Private medical insurance

Health care cash plans

Wellbeing programs

Volunteering days

Job summary

Hargreaves Lansdown in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and RTM team across a c.300 FTE multi-channel Helpdesk. You will optimise workforce utilization, service levels and efficiency through expert scheduling, real-time management and digital-first initiatives.

The role requires strong leadership, experience with WFM tools (NICE, Verint, Calabrio), and the ability to influence senior stakeholders.

Qualifications

• Experience in Workforce Management for contact centres (300+ FTE preferred).
• Strong understanding of voice and email with possible chat/digital channels.
• Proven leadership of WFM or RTA teams.
• Knowledge of NICE, Verint or Calabrio tools.
• Analytical mindset with data-driven decision making.
• Experience in regulated financial services environments.

Responsibilities

• Lead end-to-end scheduling and workforce planning for Core Helpdesk, aligned to forecast demand and service needs.
• Guide RTM team to manage intraday performance and SLA adherence across channels.
• Improve adherence, schedule compliance and productivity through reviews and actions.
• Define governance frameworks for scheduling, occupancy and performance.
• Create dashboards and KPIs to improve operational visibility and compliance.
• Partner with cross-functional teams to leverage contact-driver insights for improvements.
• Implement digital-first solutions to reduce avoidable demand and enhance customer journeys.
• Act as WFM interface for leadership, communicating risks and opportunities.
• Coach and develop a high-performing Scheduling and RTM team.

Skills

Workforce management

Multi-channel operations

Leadership

WFM tools knowledge

Analytical skills

Regulatory environment experience

Stakeholder influence

Tools

NICE

Verint

Calabrio

Job description

Hargreaves Lansdown in Bristol is seeking a Workforce Planning Manager to lead a Scheduling and RTM team across a c.300 FTE multi-channel Helpdesk. You will optimise workforce utilization, service levels and efficiency through expert scheduling, real-time management and digital-first initiatives.

The role requires strong leadership, experience with WFM tools (NICE, Verint, Calabrio), and the ability to influence senior stakeholders.