AVP, Data Analytics - Forecasting and Capacity Planning

LPL Financial LLC; Tempe (AZ); On-site; USD 119,000 - 198,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial Holdings Inc. is seeking a Senior Workforce Planning Leader in Tempe, AZ to own demand forecasting, staffing models, and capacity plans for a multi-skill, multi-channel contact center.

You will transform business strategy into actionable staffing decisions, balancing analytical rigor with operational execution. The role emphasizes collaboration with Operations, HR, and Finance, delivering transparent, data-driven insights and leading strategic workforce initiatives to optimize

Qualifications

• 10+ years of workforce management experience in a contact center environment.
• Expertise in forecasting, capacity planning, staffing strategy.
• Experience with multi-skill, multi-channel contact center operations.
• Proven leadership of teams or large workforce planning initiatives.
• Experience with NICE IEX, Excel, Power BI or similar solutions.

Responsibilities

• Create and maintain enterprise contact center demand forecasts and staffing models.
• Develop long-term and short-term forecasts and capacity plans.
• Translate complex data into clear and actionable insights and executive reporting.
• Partner with Operations, HR, and Finance to align workforce plans with business objectives.
• Influence stakeholders to build alignment and drive decision-making.

Skills

Forecasting

Capacity planning

Staffing strategy

Shrinkage management

Occupancy

Service level

Stakeholder influence

Education

Bachelor’s degree or equivalent experience

Tools

NICE IEX

Excel

Power BI

Job description

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.

Pay Range

#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.

Benefits

• 401K matching
• Health benefits
• Employee stock options
• Paid time off
• Volunteer time off
• and more

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, 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.

Principals Only

Principals only.

EOE

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, contact LPL’s Human Resources Solutions Center at [phone].

Other Information

EAC 5.19.26 LPL Financial is the nation’s largest independent broker-dealer.* Our company is widely known for its financial strength, exceptional service, and favorable industry reputation among financial professionals. To understand who we are, it’s important to know our core belief: financial guidance is a fundamental need for everyone. LPL Financial creates the space to let you do what you do best – create personal, long-term client relationships that turn financial aspirations into realities. Each year, thousands of financial professionals successfully manage billions of dollars in assets. Because our company is not too big and not too small, you can seize the opportunity to make a real impact. To learn more about our organization visit our About LPL page.* As reported by Financial Planning magazine, June 1996-2019, based on total revenue.

Benefits, Culture, Social Responsibility

Want to learn more about the benefits of working at LPL? Check out the links below! We Are LPL Benefits Culture Social Responsibility