Workforce Management Lead (Calabrio)

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

Company

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

What you will do

• Own end-to-end demand forecasting, budgeting, reforecasting, resource planning, and capacity planning for Premium Services.
• Translate inbound and outbound demand into schedules that balance service levels, productivity, commercial outcomes, and colleague wellbeing.
• Manage real-time service performance by monitoring adherence, occupancy, utilisation, productivity, and operational risks.
• Configure and implement workforce planning technology, including Calabrio, forecasting models, scheduling parameters, shrinkage assumptions, and routing rules.
• Build WFM governance, reporting standards, controls, operating procedures, performance metrics, and documentation.
• Partner with operational leaders and Platform Services to provide data-driven recommendations and support strategic workforce initiatives.

Requirements

• Significant workforce management experience across forecasting, scheduling, and real-time operations.
• Experience supporting contact centre environments with inbound and outbound activity.
• Strong analytical, numerical, workforce modelling, and capacity planning skills.
• Experience with Calabrio, Verint, NICE IEX, or an equivalent workforce management system.
• Strong stakeholder management, business partnering, communication, presentation, and influencing skills.
• Permanent full-time employment, 37.5 hours per week, Monday to Friday, with three office days required weekly.

Nice to have

• Experience configuring or implementing workforce management platforms.
• Financial services, wealth management, premium client service, or relationship-led service experience.
• Experience establishing WFM processes in a new or evolving operation.

Culture & Benefits

• Flexible working options, including hybrid working.
• Annual bonus, annual pay review, and pension contributions of up to 11% from the employer.
• 25 days of holiday plus bank holidays, with an additional Christmas closure day.
• Enhanced parental leave, private medical insurance, income protection, life insurance, and health care cash plans.
• Wellbeing support, health screening, fitness access, mental health counselling, and remote GP services.
• Travel-to-work schemes, bike storage, shower facilities, subsidised food and coffee, and two paid volunteering days per year.

Hiring process

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