Job Overview:In this highly visible and impactful role, you will lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment. You will own the demand forecast, staffing models, and capacity plans that 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. Success requires 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.
What are we looking for?We want
strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a
fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages
creativity and
continuous improvement.
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.
Core Competencies:- Workforce Management Expertise: Deep understanding of forecasting, staffing, scheduling, shrinkage, occupancy and workforce planning best practices.
- Operational Acumen: Strong understanding of contact center operations and associated KPIs.
- Strategic Thinking: Ability to develop and execute long-range workforce strategies.
- Communication & Influence: Leverage data, business insights, and compelling storytelling to translate complex information to clear, actionable recommendations.
Preferences:- Experience working with the NICE suite of contact center programs (IEX, CXOne, Nexidia, ESP).
- Omni-channel, back office, and digital channel forecasting and modeling.
- Familiarity with CRM data from platforms such as Salesforce and MS Dynamics.
#LPL-H1
Pay Range: $119,068.00 - $198,378.00
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
