Job Number:

3250255

DESCRIPTION

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

We are seeking experienced professionals, to work as a Workforce Management Analyst. In this role, you will work closely with all teams across the business including multiple Wealth Management teams to provide operational management support in a virtual branch environment. The Workforce Management Analyst is expected to provide analysis, support, and overall relationship management with multiple Business Units. You will also work on consultative projects and/or remediation efforts as outlined by the business.

This role will can be located at one of our following locations: Gilbert, AZ, Sandy, UT or Alpharetta, GA

Primary Responsibilities

Partner with Virtual Client Solutions (VCS) leaders/stakeholders to communicate processes for schedule development and workforce optimization
Ensure tasks are performed to a consistently high level to deliver value to the VCS Sales and Service teams
Help business leaders identify contact center metric trends and proactively plan for resource needs
Review data and WFM platforms for all historical patterns (Monthly Updates, Shrinkage Calculations, AHT and NCO patterns, Day of Week patterns, Seasonality trends)
Continuous improvement projects, focusing on people and processes
Partner with internal and external team for new technology implementations
Create and review models and reporting for analysis based on business need
Respond to changes in contact center metrics in an appropriate way, as outlined by the business
Partner with Executive Leadership team on other initiatives as needed across the organization

QUALIFICATIONS

3 years of experience as a Workforce Management Analyst or as a Data Analyst in a multi-channel call center environment of at least 150 employees
Working knowledge of call center forecasting and workforce capacity planning with the ability to analyze data and identify trends
At least 3 years of experience with forecasting / scheduling software, preferably Genesys, Teleopti and IEX
Experience working with reporting platforms such as Tableau and Power BI
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 communicating effectively with co-workers, management team or other departments while maintaining confidentiality as appropriate

Knowledge in Automatic Call Distribution (ACD) technology
Demonstrated ability in the creation of dashboards and reports
Ability to learn new software applications
SQL knowledge

Highly skilled in complex problem solving, judgement, critical thinking and decision-making
Exceptional communications skills, organization and attention to detail
Ability to work independently with minimal supervision

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).

keywords: WFM, workforce, call center, ACD, IEX, Genesys, analyst, logistics, contact center, schedules, change requests, SLA, operations, service, agents, trends, volume, reporting, forecasting, capacity