Workforce Planning Manager (Fintech)

Location: Hybrid in Bristol, UK; three days per week in the office

Company

hirify.global is a UK investment platform helping private investors save and invest for the future.

What you will do

• Lead end-to-end scheduling, forecasting, capacity planning, and shrinkage planning for a 300+ FTE multi-channel Helpdesk.
• Manage the Scheduling and Real-Time Analyst team, optimizing intraday performance across voice and email channels.
• Improve adherence, schedule compliance, productivity, utilization, queue health, and service levels.
• Build governance frameworks, dashboards, reporting packs, KPIs, and controls aligned with FCA/PRA expectations.
• Partner with Operations, Platform Services, Digital, Transformation, and Client teams to identify automation and process-improvement opportunities.
• Implement digital-first solutions such as chatbots, IVR deflection, and knowledge bases while coaching and developing the WFM team.

Requirements

• Extensive Workforce Management experience in contact-centre scheduling and RTA/RTM, preferably supporting 300+ FTE.
• Strong understanding of multi-channel operations; voice and email experience is essential, while chat and digital experience is advantageous.
• Proven leadership experience managing WFM or RTA teams.
• Deep knowledge of WFM tools such as NICE, Verint, or Calabrio.
• Strong analytical, problem-solving, stakeholder-influencing, and operational-change skills.
• Experience in a regulated environment, preferably financial services.

Nice to have

• Experience delivering digital-first or automation initiatives in Helpdesk operations.
• Knowledge of forecasting and capacity-planning methodologies.
• Six Sigma, Lean, continuous-improvement, advanced analytics, or WFM optimization experience.

Culture & Benefits

• Permanent full-time employment, Monday to Friday, 37.5 hours per week.
• Hybrid working with flexible working options.
• Annual bonus, annual pay review, 25 days of holiday plus bank holidays, and additional Christmas closure.
• Pension contribution of up to 11%, income protection, life insurance, private medical insurance, and healthcare cash plans.
• Enhanced parental leave, health screening, wellbeing support, fitness access, and two paid volunteering days.

Hiring process

• One-stage interview covering competency and technical questions, followed by a presentation.
• Employment sponsorship is not available.