AVP, Workforce Management Strategy

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Job Overview:

As LPL's Associate Vice President, WFM Routing Specialist , you will report directly to the Vice President of our Workforce Strategy and Readiness unit. A key part of your role will be to liaise with business partners across the firm to move initiatives from implementation to execution (i.e. Human Capital, Finance, etc.). You will be responsible optimizing and advancing our call routing system. You will work alongside cross-functional teams to create intelligent routing solutions that will meet both customer and business needs. This work will directly impact customer experience by ensuring seamless, efficient and cost-effective call handling across multiple platforms and networks.

Responsibilities:

• Implement cost-effective routing strategies that balance performance, quality and cost efficiency.
• Collaborate with business partners to design routing requirements.
• Collaborate with engineering and product teams to design and deliver scalable and robust routing systems.
• Coordinate with engineering and product teams to design and deliver multi-channel routing capabilities.
• Develop and optimize routing scripting in Nice CXOne platform.
• Proactively monitor routing performance, conduct root-cause analysis for issues and implement fixes to ensure consistent service quality and productivity.
• Recommends business, workforce, or process changes to improve service levels based on analysis of current or historical performance. Includes recommendations to maintain service delivery while reducing cost, reorganization of call types, or process improvements to benefit customers and employees.
• Serves as the resident expert on Nice CXOne call routing.
• Oversees technology and process improvements to ensure the highest level of possible customer satisfaction and cost-effectiveness.

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:

• Bachelor’s degree with a focus on business analytics, engineering or related field

• 3 years of experience developing and implementing workforce management activities in centers of 200 agents, primarily in a financial services organization or in a progressive firm

• 3 years of experience with NICE CXOne platform

Core Competencies:

• Experience forecasting, scheduling, and analyzing performance with WFM tools such as NICE IEX, Aspect, Genesys, Verint or related software, including assessment of call routing strategies.

• Ability to create strategies and drive programs independently to completion

• Extensive experience in designing, implementing, and monitoring Service center call routing strategies.

• Leader with the ability to motivate a team while implementing new processes both within the team and outside it.

• Proven capacity to act as a liaison between operations projects and technology support, with WFM applications and working with call routing strategies

• High attention to detail with the ability to synthesize information, metrics, and KPI s from multiple sources and distill it in crisp, clear language appropriate for a variety of audiences including technology and business executives

• Flexibility and resiliency with change and business pressures with the ability to work in a high volume, fast paced environment with changing priorities

• Proficiency in Microsoft Outlook, MS Excel, and MS Word required, Strong proficiency in PowerPoint