AVP, Workforce Management

Job Overview :

As LPL's Associate Vice President of Workforce Management , you will report directly to the Vice President of our Workforce Management Data Analytics 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 for managing the effectiveness of our workforce resources, making change recommendations to senior leadership, managing service center shrinkage and other factors to ensure the business center delivers targeted service standards.

Responsibilities :

• Oversee workforce management software platform, including configuration, integration with technology and voice services, and ensuring required components for accurate forecasting and scheduling are executed without impact to business users.
• Oversee and maintain ownership of the workforce management team’s responsibilities which include SLA and metrics review, short-term forecasting, and scheduling for all frontline, L2, Trading, and Operations teams. Processing all schedule change requests promptly, and maintaining an active list of all employee attributes. Create new metrics as necessary to ensure the team maintains accuracy 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.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Produces accurate Short Term Forecasts and reports on anticipated volume, AHT, and staff needs across all product lines. Analyze real-time performance and identify opportunities to improve.
• Develops and implements comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting
• Develops appropriate dashboards with performance indicators and reporting mechanisms to ensure service center performance meets operating standards and to facilitate effective decision support.
• Organizes project tasks, structures information collection activities and sets timelines for completion of required tasks.
• Develops and maintains scheduling processes. Serves as the resident expert on workforce management software package.
• 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 :

Core Competencies :

LI-PA

Pay Range :

95,600.00 - $159,300.00Actual 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. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

Salary : $95,600 - $159,300