Workforce Specialist

Role Overview: The Workforce Planning team plays a crucial role in providing data, analytics, and resource management services to ensure that Customer Operations staffing levels align with the business needs. As a member of this team, you will be responsible for delivering actionable insights to the business delivery teams, including forecasting & planning, efficiency tracking, headcount reporting, and seating and space utilization. Your role will serve as the key interlock between Customer Operations, Human Resources, and Finance. Key Responsibilities: - Develop detailed resource models for headcount utilization and the needs of major CO delivery team functions - Deliver forecasting for interactions, processing time, shrinkage, attrition, and other metrics for capacity management - Provide guidelines and directions for WFM schedule creation - Provide recruitment pipeline requirements and manage position & headcount - Track efficiency/productivity measures for each major business delivery team function - Optimize scheduling and shifts for Customer Support roles - Work closely with Customer Operations, HR, and Finance partners to ensure Workforce Planning meets business needs - Develop and maintain internal controls, set benchmarks, and provide feedback on data performance - Produce performance information to inform and influence operational management Qualifications: - Proven track record in handling workforce management programs for support and back-office processing functions - Strong interpersonal, analytical, and problem-solving skills - Excellent leadership skills in database management - Solid understanding of capacity plan build and scheduling - Outstanding communication and customer leadership skills - Experience in a global matrix environment - Deep understanding of workforce planning tools and methodologies - Strong interpersonal skills with all levels of staff - Excellent planning, administration, and organization skills Additional Details: LSEG, a leading global financial markets infrastructure and data provider, aims to drive financial stability, empower economies, and enable sustainable growth. The organization values Integrity, Partnership, Excellence, and Change, which guide decision-making and actions. With a diverse workforce across 65 countries, LSEG encourages new ideas, sustainability, and innovation to support sustainable economic growth and the transition to net zero. Benefits offered by LSEG include healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.,