Workforce Management Lead (Hybrid) – Premium Services

Hargreaves Lansdown plc; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid work

Pension scheme

Private medical insurance

Health care cash plans

Volunteering days

Job summary

Hargreaves Lansdown plc is seeking a Workforce Management Lead to own forecasting, scheduling and real-time WFM across Premium Services. You will partner with senior leaders to balance commercial outcomes with colleague experience and efficiency, building planning processes and governance from the ground up.

You will lead demand planning, resource modelling and scheduling, deploying WFM tech and establishing performance metrics to drive service outcomes and cost optimisation.

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 systems such as Calabrio, Verint, NICE IEX or equivalent.
• Ability to influence senior operational stakeholders and challenge constructively.
• Effective communication and presentation skills.
• Experience configuring or implementing workforce management platforms.
• Financial services or wealth management experience.
• Experience within premium, relationship-led or high-value client service environments.
• Knowledge of workforce optimisation best practices.
• Experience setting up workforce management processes within a new or evolving operation.

Responsibilities

• Own end-to-end demand, budget and reforecasting for Premium Services across inbound and outbound activity.
• Translate demand forecasts into resource and capacity plans supporting service, productivity and goals.
• Conduct impact assessments, scenario planning and sensitivity modelling for KPIs.
• Provide insight and recommendations to operational leaders on performance targets and staffing.
• Design and maintain efficient schedules that optimise resource deployment across channels.
• Manage real-time service performance by monitoring adherence, occupancy and productivity.
• Act as the dedicated WFM partner to Premium Services management and leadership.
• Influence planning discussions and communicate risks and dependencies clearly.
• Lead the implementation and configuration of workforce planning technology.
• Ensure pod model structure and routing align with Premium Services requirements.

Skills

Workforce management

Contact centre

Stakeholder management

Data-driven insights

Analytical skills

WFM systems

Influence stakeholders

Communication skills

Tools

Calabrio

Verint

NICE IEX

Job description

Hargreaves Lansdown plc is seeking a Workforce Management Lead to own forecasting, scheduling and real-time WFM across Premium Services. You will partner with senior leaders to balance commercial outcomes with colleague experience and efficiency, building planning processes and governance from the ground up.

You will lead demand planning, resource modelling and scheduling, deploying WFM tech and establishing performance metrics to drive service outcomes and cost optimisation.