Workforce Planning Lead — Forecasting & Scheduling

The Forum; West of England; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday + bank holidays

Hybrid working

Pension scheme 11%

Private medical insurance

Wellness and health plans

Job summary

Hargreaves Lansdown is seeking a Workforce Management Lead to own forecasting, scheduling and real-time operations for Premium Services in a Bristol-based, hybrid role. You will partner with senior leaders, balance commercial goals with colleague wellbeing, and drive efficiency across channels.

The ideal candidate has extensive WFM experience, excellent analytical skills, and a proven ability to influence stakeholders.

Qualifications

• Significant workforce management experience across forecasting, scheduling and real-time operations.

Responsibilities

• Own end-to-end demand, budget and reforecasting for Premium Services across inbound/outbound activity.
• Translate demand forecasts into resource and capacity plans to support service, productivity and commercial goals.
• Conduct impact assessments, scenario planning and sensitivity modelling for business changes.
• Provide insights and recommendations to leaders on targets, staffing and demand trends.
• Design and maintain schedules that optimise resource deployment across channels.
• Manage real-time service performance by monitoring adherence and productivity.
• Lead the implementation and configuration of workforce planning technology within the platform.

Skills

Workforce forecasting

Scheduling

Real-time operations

Stakeholder management

Tools

Calabrio

Verint

NICE IEX

Job description

Hargreaves Lansdown is seeking a Workforce Management Lead to own forecasting, scheduling and real-time operations for Premium Services in a Bristol-based, hybrid role. You will partner with senior leaders, balance commercial goals with colleague wellbeing, and drive efficiency across channels.

The ideal candidate has extensive WFM experience, excellent analytical skills, and a proven ability to influence stakeholders.