Workforce Management, VP

Position Summary:

We are seeking an experienced professional, to work as a Manager of Workforce Management within Morgan Stanley Wealth Management. In this role, you will work closely with all teams across the business to provide strategic and operational management support in a virtual branch environment. This role is expected to oversee a team of Workforce Management Analysts that provide analysis, support, and overall relationship management with multiple Business Units, supporting close to 3,000 employees. You will be expected to partner with stakeholders across both front-line and strategic teams to proactively identify opportunities or issues, while also aligning on the goals and changes each business plans to implement.

Responsibilities:

• Partner with Contact Center leaders/stakeholders to communicate processes for long and short-term forecasting, capacity and headcount planning

• Ensure individual and team tasks are performed to a consistently high level to deliver value to our various stakeholders

• Assist analysts and business leaders identify contact center metric trends and proactively plan for resource needs

• Review and analyze data and WFM platforms for all historical patterns to make informed decisions and improve strategies (Monthly Updates, Shrinkage Calculations, AHT and call patterns, service levels)
• Continuous focus on talent development of the  team members and processes improvements
• Create and review models and reporting for planning and analysis based on business needs
• Respond to changes in contact center metrics in an appropriate way, as outlined by the business

• Partner with Leadership and cross-functional teams on strategy, initiatives and technologies, managing various projects and tasks

• Be a thought leader, leveraging both proactive and reactive approaches to problem solving and forward thinking

Required Qualifications

• 5+ years of WFM Managerial experience in a multi-channel call center environment of at least 500 employees
• Working knowledge of call center forecasting and workforce capacity planning with the ability to analyze data and identify trends (erlang function)
• Ability to create new business headcount modeling and change to determine staffing impacts
• Experience with forecasting / scheduling software (preferably Genesys Cloud)
• Experience working with reporting platforms such as Power BI and Tableau
• Demonstrated experience with effectively managing multiple deliverables and competing priorities
• Experience developing and executing plans that meet or exceed established Service Level and efficiency goals

• Experience effectively communicating information and expectations with direct reports, team and internal business partners/stakeholders, while maintaining confidentiality as appropriate

• Demonstrated ability in the creation of dashboards, models and reports
• Proficient in identifying issues and developing practical solutions to enhance operational efficiency and employee satisfaction

Preferred Qualifications

• Knowledge in Automatic Call Distribution (ACD) technology
• Experience with annual headcount budgeting processes
• SQL knowledge

Soft Skills

• Leadership - strong leadership qualities to inspire and motivate a team fostering a positive work environment and driving performance
• Adaptability – Flexibility to adjust changing business needs, technologies and dynamics
• Interpersonal skills – Ability to build relationships and collaborate with diverse teams and departments, promoting a culture of teamwork and support
• Time Management – Strong organizational skills to prioritize tasks effectively and manage multiple projects simultaneously
• Conflict Resolution – Skilled in addressing and resolving conflicts within the team or other departments, ensuring a collaborative atmosphere
• Critical Thinking - Forward thinker who can help anticipate next steps or issues; questioning the status quo to improve effectiveness and efficiencies

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).