Data Analytics Forecasting & Capacity Lead

LPL Financial; 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 in Tempe, AZ is seeking an experienced Workforce Management leader to forecast demand, build staffing models, and shape capacity plans for a multi-skill, multi-channel contact center. You will influence operations, HR, and finance to drive performance and cost efficiency.

You will translate complex data into actionable insights, guide strategic staffing decisions, and lead innovative workforce initiatives to support advisor experience and client outcomes.

Qualifications

• 10+ years of workforce management experience with emphasis on 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.
• Experience 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.

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 to inform workforce strategy, hiring plans, and budget planning.
• Translate data into clear 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.

Skills

Forecasting

Capacity planning

Contact center

Staffing strategy

Shrinkage management

Occupancy

Service level

Stakeholder influence

Education

Bachelor’s degree

Tools

NICE IEX

Excel

Power BI

CXOne

Nexidia

ESP

Job description

LPL Financial in Tempe, AZ is seeking an experienced Workforce Management leader to forecast demand, build staffing models, and shape capacity plans for a multi-skill, multi-channel contact center. You will influence operations, HR, and finance to drive performance and cost efficiency.

You will translate complex data into actionable insights, guide strategic staffing decisions, and lead innovative workforce initiatives to support advisor experience and client outcomes.