Workforce Planning Manager

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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,…