AVP, Data Analytics: Forecasting & Capacity Planning Leader

lplfinancial; 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 is seeking a Workforce Management Leader to forecast demand and develop staffing plans for a dynamic multi-skill contact center. The role requires translating business strategy into practical staffing investments and service level outcomes.

The candidate will own enterprise forecasts, collaborate across Operations, HR, and Finance, and drive data-driven decisions that improve advisor experience and financial outcomes.

Qualifications

• 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment.
• Expertise with 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.
• Familiarity with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions.

Responsibilities

• Create and maintain enterprise contact center demand forecasts and staffing models.
• Support development and improvement of long-term and short-term forecasts.
• Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning.
• Translate data into clear, 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 feedback loops with scheduling, real-time, and reporting teams.
• Be a thought leader on workforce strategy and best practices.

Skills

Forecasting

Capacity planning

Stakeholder influence

Excel

Power BI

NICE IEX

Multi-skill operations

Education

Bachelor's degree

Tools

NICE IEX

Excel

Power BI

Salesforce

MS Dynamics

Job description

LPL Financial is seeking a Workforce Management Leader to forecast demand and develop staffing plans for a dynamic multi-skill contact center. The role requires translating business strategy into practical staffing investments and service level outcomes.

The candidate will own enterprise forecasts, collaborate across Operations, HR, and Finance, and drive data-driven decisions that improve advisor experience and financial outcomes.