Workforce Management Professional AnalystApply Job ID: R-016965 Date posted: 01/12/2022 Primary Location SC-Fort Mill
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!
Excited to learn more? If so, then this could be the role 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 18,000 financial advisors, 800 institution-based investment programs and 450 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.
The Workforce Management Professional 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.
- 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
- College Degree
- 1-2 years of Workforce Management experience
- Lean Six Sigma, Project Management
- Microsoft Office package NICE CXone WFM IEX/ WebStation
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 (800) 877-7210.