VP, Data Analytics – Forecasting & Capacity Planning

LPL Financial; Austin (TX); 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 seeks a senior leader to own workforce forecasting and capacity planning for a multi-skill, multi-channel contact center. You will own demand forecasts, staffing models, and capacity plans that support performance, advisor experience, and financial outcomes.

This role suits a WFM leader who translates business strategy into staffing plans, ensuring data-driven decisions and strong cross-functional collaboration with Operations, HR, and Finance.

Qualifications

• 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.

Responsibilities

• Create and maintain enterprise contact center demand forecasts and staffing models.
• Support development and continuous improvement of long-term and short-term forecasts.
• Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning.
• Translate complex 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 strong feedback loops with scheduling, real-time, and reporting teams.
• Serve as a thought leader on workforce strategy and bring innovation to the function.
• Anticipate future business and workforce needs and recommend proactive solutions.
• Support change management by helping leaders navigate organizational changes.
• Influence stakeholders across perspectives to drive alignment and outcomes.

Skills

Forecasting

Capacity planning

WFM tools

Stakeholder influence

Excel

Power BI

Education

Bachelor's degree

Tools

NICE IEX

Excel

Power BI

Salesforce

MS Dynamics

Job description

LPL Financial seeks a senior leader to own workforce forecasting and capacity planning for a multi-skill, multi-channel contact center. You will own demand forecasts, staffing models, and capacity plans that support performance, advisor experience, and financial outcomes.

This role suits a WFM leader who translates business strategy into staffing plans, ensuring data-driven decisions and strong cross-functional collaboration with Operations, HR, and Finance.