Workforce Planning Manager

Hargreaves Lansdown; Newport; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Discretionary bonus

Annual pay review

Hybrid work

Pension scheme

Private medical insurance

Wellbeing programs

Volunteering days

Job summary

Hargreaves Lansdown is hiring a Workforce Planning Manager to lead a 300+ FTE Helpdesk scheduling and RTM team. The role focuses on end-to-end planning, intraday performance, and governance to drive service levels in a regulated financial services environment.

You will partner with Operations and Platform teams to implement digital-first improvements, dashboards and data-led decisions. Hybrid working is offered with Bristol-based offices.

Qualifications

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) in contact centres (300+ FTE preferred).
• Strong multi-channel operations knowledge (voice and email; chat advantageous).
• Proven leadership of WFM or RTA teams.
• Deep knowledge of WFM tools NICE, Verint, Calabrio.
• Ability to influence senior stakeholders and drive change in regulated environments.

Responsibilities

• Lead end-to-end scheduling and workforce planning for Core Helpdesk, aligning patterns to forecast demand and service requirements.
• Direct the RTA/RTM team to manage intraday performance and queue health across channels.
• Collaborate with operations to improve adherence, schedule compliance and productivity.
• Define governance for scheduling and RTM, including occupancy, efficiency and compliance.
• Create dashboards and KPIs to enhance visibility and risk management.

Skills

Workforce Management

Leadership

Multi-channel ops

Regulated environment

Stakeholder influence

Tools

NICE

Verint

Calabrio

Job description

Excited to grow your career?

Our purpose is to help Britain build wealth, with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. We'd love to hear from you!

About the role

The Workforce Planning Manager leads a team of Scheduling and Real Time Analysts supporting the end-to-end scheduling and intraday performance activity for a c.300 FTE multi-channel Helpdesk. The role optimizes workforce utilization, service levels and operational efficiency through effective scheduling, real-time management and digital-first initiatives that reduce contact demand, supporting consistent client outcomes in a regulated financial services environment.

What you'll be doing

• Lead end-to-end scheduling and workforce planning for Core Helpdesk, ensuring shift patterns, capacity and shrinkage planning are aligned to forecast demand, service requirements, regulatory expectations and colleague fairness.
• Lead the RTA/RTM team to proactively manage intraday performance across voice and email channels, maintaining queue health and service levels through dynamic resource allocation, informed routing, overtime/under-time decisions and effective off-phone activity management.
• Partner with Operations Managers to improve adherence, schedule compliance, productivity and utilization, using intraday and post-day reviews to identify root causes, strengthen planning-to-live execution and reduce reactive firefighting.
• Define and embed governance frameworks, standards and controls across Scheduling and RTM, covering adherence, occupancy, productivity, interval-level service performance, schedule efficiency and compliance.
• Create standardized dashboards, reporting packs and KPIs that improve operational visibility, accountability and workforce management maturity, while ensuring alignment with FCA/PRA expectations and internal risk, audit and compliance requirements.
• Partner with Platform Services, Digital, Transformation and Client teams to use contact-driver, queue and repeat-volume insights to identify automation and improvement process opportunities.
• Implement digital-first and self-service solutions, such as chatbots, IVR deflection and knowledge bases, to reduce avoidable demand and improve client journey efficiency and satisfaction.
• Act as the key WFM interface for senior operations leadership, providing insight into workforce performance, risks and opportunities, influencing data-led decisions and collaborating cross-functionally to improve operational outcomes.
• Lead, coach and develop a high-performing Scheduling and RTM team, building advanced WFM, analytics and decision-making capability while embedding accountability, continuous improvement, operational excellence, engagement and retention.

About you

Essential:

• Extensive experience in Workforce Management (Scheduling, RTA/RTM) within a contact centre environment (300+ FTE preferred)
• Strong understanding of multi-channel operations (voice & email essential; chat/digital advantageous)
• Proven leadership experience managing WFM or RTA teams
• Deep knowledge of workforce planning tools (e.g., NICE, Verint, Calabrio)
• Strong analytical and problem-solving skills with the ability to interpret operational data
• Experience working in a regulated environment (financial services preferred)
• Ability to influence senior stakeholders and drive operational change

Desirable:

• Experience driving digital-first or automation initiatives within Helpdesk operations
• Knowledge of forecasting and capacity planning methodologies
• Six Sigma / Lean or continuous improvement qualifications
• Experience with advanced analytics or WFM optimisation tools
  

Interview process

The interview process for this role will be a 1 stage interview consisting of competency and technical questions and a presentation.

Working Schedule

The Workforce Planning Manager role is a permanent, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS2 0TR. Hybrid working is available where only 3 days a week is required in the office.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

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