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About the Role
Lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment. Own the demand forecast, staffing models, and capacity plans to support operational performance, advisor experience, and financial outcomes. This role is ideal for a workforce management leader who understands contact center operations and enjoys translating business strategy into staffing plans, service level outcomes, and workforce investments, balancing analytical rigor with practical operational decision-making.
Responsibilities
- Responsible and accountable for the creation and maintenance of enterprise contact center demand forecasts and staffing models.
- Support the development and continuous improvement of long-term and short-term forecasts.
- Design and maintain capacity models that inform workforce strategy, hiring plans, and budget planning.
- Translate complex data into clear and actionable insights and executive reporting.
- Partner with Operations, HR, and Finance to align workforce plans with business objectives.
- Ensure forecasting and planning processes are transparent, repeatable, and data-driven.
- Maintain strong feedback loops with scheduling, real-time, and reporting teams.
- Serve as a thought leader on workforce strategy, bringing innovation and best practices to the function.
- Anticipate future business and workforce needs and recommend proactive solutions.
- Support change management efforts by helping leaders navigate organizational and business changes.
- Influence stakeholders across varying perspectives to build alignment, drive decision-making, and achieve desired business outcomes.
Requirements
- 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment.
- Demonstrated expertise in forecasting, capacity planning, staffing strategy, shrinkage management, occupancy, and service-level performance.
- Experience supporting multi-skill, multi-channel contact center operations.
- Proven success leading teams and/or large workforce planning initiatives.
- Expertise with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions.
- Strong business acumen and stakeholder influence skills.
- Bachelor’s degree or equivalent experience.
Skills
- Workforce Management Expertise
- Operational Acumen
- Strategic Thinking
- Communication & Influence
- NICE suite of contact center programs (IEX, CXOne, Nexidia, ESP)
- Omni-channel, back office, and digital channel forecasting and modeling
- CRM data from platforms such as Salesforce and MS Dynamics
Experience Level
- 10+ years
Education Level
- Bachelor’s degree or equivalent experience
Salary/Compensations
- $119,068.00 - $198,378.00
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
About the Company
- LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans.
- The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.
- At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business.
- They have the flexibility to do business their way.
- And they have the freedom to manage their client relationships, because they know their clients best.
- Simply put, we take care of our advisors and institutions, so they can take care of their clients.
- For further information about LPL, please visit www.lpl.com.
- Join the LPL team and help us make a difference by turning life’s aspirations into financial realities.
Equal Opportunity
- Principals only.
- EOC.