This role owns the end-to-end Workforce Management (WFM) functional lifecycle for a regulated financial services contact center, spanning demand forecasting, capacity planning, staffing strategy, and schedule generation. The position leads, manages, and develops a team of 20+ WFM professionals, fostering a high-performance culture grounded in accountability, continuous improvement, and talent development. In partnership with senior business leaders, operations, product, technology, learning and development, and analytics teams, the role provides extensive reporting and data-driven insights that inform strategic decision-making, optimize resource utilization, and drive service excellence.
Supporting 10+ business units across both phone and digital (chat) channels, this role is responsible for aligning workforce strategies to evolving client demand, business priorities, and regulatory requirements. The position ensures service level commitments, compliance obligations, and client experience outcomes are consistently achieved-particularly during periods of market volatility, business growth, and operational transformation. Additionally, the role drives standardization of WFM practices, enhances forecasting accuracy, and continuously improves scheduling efficiency through advanced analytics, tooling, and process optimization.
Key Responsibilities:
Contact Center WFM Strategy & Ownership
Demand Forecasting & Staffing (Financial Services Context)
Partner with business and operations leaders to understand demand drivers including:
Market volatility and event‑driven spikes
Client lifecycle activity (onboarding, transfers, servicing)
Regulatory, compliance, and complaint‑driven work
Seasonal call/chat patterns and volume mix shifts
Design and govern forecasting workflows and operating models, including:
Future headcount modeling
Assumptions and labor standards
Scenario modeling and stress‑testing
Market‑event overrides and governance controls
Deliver defensible, audit‑ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience.
Scheduling & Capacity Optimization
Lead design and optimization of Genesys scheduling constructs, including:
Rules, templates, shifts, skill‑based routing, and optimization constraints
Coverage strategies for licensed vs. non‑licensed work
Balancing efficiency with adherence to labor, compliance, and HR policies
Real - time oversight, forecasting proposals strategies to solve on-demand service obstacles
Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high‑risk periods.
Reporting, Analytics & Performance Transparency
Define reporting and analytics requirements across:
Forecast accuracy and bias
Staffing vs. plan and capacity utilization
Schedule adherence, coverage, and shrinkage
Operational outcomes (e.g., service levels, abandon rates, client wait time)
Partner and design Power BI-enabled dashboards and operational reporting used by frontline leaders and executives to track initiatives and agent performance
Enablement & Change Management
Leadership, Influence & Thought Partnership
Required Qualifications
Preferred Qualifications (Strong Financial Services Alignment)
Education
WHAT YOU CAN EXPECT FROM MORGAN STANLEY:
At Morgan Stanley, we raise, manage and allocate capital for our clients - helping them reach their goals. We do it in a way that's differentiated - and we've done that for 90 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.
New Jersey: Salary range for the position: $150,000 and $250,000 per year. The successful candidate may be eligible for an annual discretionary incentive compensation award. The successful candidate may be eligible to participate in the relevant business unit's incentive compensation plan, which also may include a discretionary bonus component. Morgan Stanley offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave consistent with state and local law, Parental Leave and X Vacation Days annually), 10 Paid Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees. Please visit mybenefits.morganstanley.com to learn more about our benefit offerings.
New York: Expected base pay rates for the role will be between $150,000 and $250,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.
Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.
Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.
For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.
Morgan Stanley is a global financial services firm offering a complete range of financial services to a large and diversified group of clients and customers, including governments, corporations, institutions and individuals throughout the world. The talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity and excellence. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and to grow.