Scheduling Analyst, Workforce Management

The Workforce Management Scheduling Analyst will be responsible for utilization of Workforce Managements IEX forecasting and scheduling software to input, optimize current, and provide recommended optimal employee work schedules. The Scheduling Analyst will analyze call volume data, identify trends, and proactively initiate corrective and/or preventative recommended action plans when scheduling and/or providing scheduling recommendations.

Responsibilities:

• Responsible for ongoing scheduling analysis, and schedule optimization, based on service level requirements, average handle time, staffing requirements, and occupancy

• Provides all new hire schedules/team recommendations in collaboration with the Forecasting Team

• Assist Client Success Leadership in reviewing, updating and/or analyzing employee work schedule analysis for implementation

• Responsible for complex scheduling analysis and organization of all company events, town halls, team meeting and individual coaching based on forecast and service level requirements

• Provides recommendations on all event planning proposals in partnership with EX (Employee Experience) leadership

• Assist Scheduling Analyst team with processing schedule requests as needed

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• Minimum Education Required: Two- or four-years advanced degree (Bachelors or Associates) or substantial relevant professional experience required

• Minimum Experience Required: At least 1-2 years of Workforce Management experience

Core Competencies:

• Proficient with MS Excel, including pivot tables, power query and complex logic-based formulas

• Ability to create PowerPoint decks to share findings

• Experience with using Tableau to aggregate and analyze data collected from various sources

• Experience with the Microsoft program suite

• Ability to work independently in a fast-paced environment with multiple priorities

• Ability to work with and communicate effectively at various levels throughout the organization.

• Excellent verbal and written communication skills

• Personable and reliable self-starter who requires minimal management oversight for day-to-day work responsibilities

• Strong attention to detail with a proactive approach to solving and preventing problems

• Driven individual, always seeking to improve and grow a plus.

• Handle pressure well; you will be working with the senior team on advancing initiatives based on data and analysis you provide.

• Trusted to work independently with stakeholders at all levels

• Ability to communicate information to senior executives for decision making purposes

• Ability to execute projects and tasks with minimal guidance and supervision

Software/Systems Preferred:

• NICE CXOne and/or other ACD Software.  Ex. Avaya

• WFM IEX/WebStation and Employee Engagement Manager

• Other Workforce Management Software experience: EWFM, Aspect, Verient, Genesys

• Tableau knowledge or similar reporting program

 

Pay Range:

$26.43-$44.05/hour

 

Actual 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!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserv