Where Ambition Meets Innovation
Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you’ll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.
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 - $198,378.00Actual 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!
Company Overview:
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. For further information about LPL, please visit www.lpl.com.
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. Please log in or create an account to apply to this position. Principals only. EOE.
Information on Interviews:
LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.
EAC 5.19.26
Skills Required
- 10+ years of workforce management experience emphasizing forecasting and capacity planning in a contact center environment
- 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
- Experience with the NICE suite, including IEX, CXone, Nexidia, or ESP
- Experience with omni-channel, back-office, and digital-channel forecasting and modeling
- Familiarity with CRM data from Salesforce or Microsoft Dynamics
LPL Financial Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about LPL Financial and has not been reviewed or approved by LPL Financial.
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Retirement Support — Retirement programs include a company 401(k) match that is frequently highlighted as a strong component of total rewards. Feedback suggests these features meaningfully enhance long‑term financial value.
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Equity Value & Accessibility — An employee stock purchase plan with a meaningful discount and lookback is highlighted as accessible ownership. Feedback suggests the plan adds tangible upside beyond base salary.
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Parental & Family Support — Paid parental leave has been expanded alongside family‑building and adoption support. Feedback suggests these benefits compare well to large‑employer standards.
LPL Financial Insights
What We Do
Financial advice is changing, and at LPL Financial, we’re at the forefront. We’re building a future where advisors can—with no friction or complexity, as simple as turning the dials—pick the business model, services, technology, and product mix that best meet their clients’ needs. With one platform, one sign-on, and one team to call, you can take your business anywhere you want it to go. There are no limits to your growth, and we’ll partner with you every step of the way. Your greatness is our goal. LPL Financial is a leader in the retail financial advice market and the nation’s largest independent broker/dealer*. We serve independent financial advisors and financial institutions, providing them with the technology, research, clearing and compliance services, and practice management programs they need to create and grow thriving practices. LPL enables them to provide objective guidance to millions of American families seeking wealth management, retirement planning, financial planning and asset management solutions. LPL.com Securities and Advisory Services offered through LPL Financial. A registered investment advisor, Member FINRA/SIPC.
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