IDP Analyst, Workforce Management

Are you a team player? Are you curious to learn? Are you interested in supporting others as they grow their business? 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!

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 22,000 financial advisors, 1,100 institution-based investment programs, and 500 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Intraday Performance Analyst (IDP), Workforce Management

Job Description: The Workforce Management Intraday Performance (IDP) Analyst, will be responsible for Intraday management including: analyzing call center conditions, reporting recommendations and improvements, RTA callouts, skill management, staffing and impact analysis in order to better position the Service Center to achieve stated service level agreements. Responsible for providing projections of call volume, average handle time, staffing requirements, and service level. The professional analyst will analyze call volume data, identify trends, and proactively initiate corrective and/or preventative recommended action plans to senior leaders during daily check- in meetings.

Essential Functions:

• Utilization of Workforce Managements IEX forecasting and scheduling software to analyze and provide reporting recommendations/improvements to senior leadership
• Responsible for analyzing call volumes and arrival patterns to create reports for Sr. Leadership including staffing and impact analysis
• Point of Contact for the workforce management team with key responsibilities and cross functional activities including: RTA callouts, Skill management, and monitoring and tracking service levels across the service organization
• Ability to effectively communicate with various levels of management in individual meetings or as a meeting coordinator
• Ability to quickly assimilate information and develop effective action plans
• Proven Track record for proactively and aggressively managing queue fluctuations
• Manage Intraday OPA planning and scheduling when capacity dictates availability or less capacity dictates cancellations
• Responsible for scheduling, and schedule optimization, based on service level requirements, average handle time, staffing requirements, and occupancy
• Process all incoming schedule requests and changes within set department SLA
  
  
  

Other Job Duties:

• Proficiency in use of including query and reporting analysis tools
• Agent and super group management through the use of CxOne and NICE IEX
• Proficiency with Microsoft Office products (Excel, Word, PowerPoint, OneNote, and Outlook), including an ability to understand and visually convey information and insights through graphs, charts, images, and other means (such as through Tableau)
  
  
  

Job Requirements:

• Minimum Education Required: College Degree
• Minimum Experience required: 3 – 4 years of Workforce Management experience
• Licenses/Certifications Preferred: Lean Six Sigma, Project Management Software/Systems
• Skills Required/ Preferred: Microsoft Office package NICE CXone WFM IEX/ WebStation
• Previous experience in WFM Scheduling systems will be strongly considered
  
  
  

Pay Range:

$21.78-$36.30/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!

Why LPL?

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

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Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.